Mobility Analyst
September 15
Description
• The Mobile Analyst is responsible for the daily support and implementation of mobile devices in our stores and distribution center. • Scope of responsibilities will also include support for corporate cell phones and tablet fleet. • Participate in chainwide mobile device refresh and rollout projects. • Will help manage and support end user mobile ticket queues bringing issues to resolution within defined SLA’s. • Primary focus will be on level 2 support with limited level 1 involvement as needed. • Work closely with 3rd party vendors on repairs, RMA’s and inventory management. • Create user level and help desk documentation, canned responses and SOPs to ensure increased self-service, shift left resolution process and overall ticket reduction. • Provide reports on a weekly basis to management. • Manage seed stock inventory of devices to ensure proper inventory levels are maintained. • Ensure full compliance with corporate policies, procedures and security standards. • Assist with the distribution of security patches for the mobile devices and make sure that they are tested and applied to store devices in order to be compliant. • Work closely with other IT groups to support ongoing tasks, issues and projects. • Works closely with IT vendors to support ongoing issues from tickets. • Follow the full life cycle of the product development process. • Monitor adherence to vendor contract and service level agreements. • Work in an on-call rotation amongst team members.
Requirements
• 7+ years of overall information technology experience • 5+ years of experience as mobility analyst or technician positions • Solid working experience supporting iOS, Android and Windows CE devices • Must have experience with common MDM solutions. Airwatch experience is a plus • Must have experience building, organizing and administering device profiles • Experience with Avalanche and Ground Control is a plus • Experience using DEP (Apple) or KNOX/Rapid Deploy (Android) • Retail industry experience is preferred but not required • Demonstrated ability to read and understand technical documentation • Ability to effectively and expeditiously diagnose and troubleshoot variety of mobile device issues • Helpdesk and end user support experience is a plus • Experience with RF thermal printers is a plus (not required) • Able to work effectively with minimal supervision • Able to own issue resolution from diagnosis to closure • Excellent written and verbal communication skills and strong knowledge of Microsoft and Google (GSuite) office productivity software • Ability to create easy to follow SOPs for mobile device troubleshooting and replacements • General familiarity with remote management and monitoring tools beyond MDM is a plus • Experience with hardware troubleshooting at the component level is a plus • Limited travel (10-20%) may be required • Ability to work occasional weekend shifts
Benefits
• Benefits package for all eligible full-time employees (including medical, dental and vision) • An amazing employee discount and other exciting perks
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