PURPOSE
A Telecom Support Specialist focuses their time on administrative and technical support. This individual will provide end-user support for smartphones, tablets, or hotspot devices. This support includes but is not limited to software, how-to, apps, services related to the use of mobile technology, inventory management, and data entry.
- Years of Experience 2 – 3+ years
- Experience with Microsoft Suite (Excel, Teams, Outlook, PowerBI)
- Experience in supporting mobile devices, tablets, hotspot cards, etc.
- Experience in inventory or asset management, a plus.
A Telecom Support Specialist focuses their time on administrative and technical support. This individual will provide end-user support for smartphones, tablets, or hotspot devices. This support includes but is not limited to software, how-to, apps, services related to the use of mobile technology, and data entry.
For Administration Duties: Maintain the mobile devices retrieval system, equipment tracking, retrieval, analyzing inventory, and maintaining and developing protocols for loss mitigation under minimal supervision.
For Technical Support Duties: performs a variety of work supporting employees at all levels of the organization in their use of mobile devices (smartphones, tablets, and hotspot devices), including provisioning, troubleshooting, diagnosing, and resolving problems with VPN software, multi-factor authentication (MFA), the use of WiFi networks, broadband data services, and mobile applications.
| Duties & Respnsibilities |
- Manage - Forward Logistics of mobile equipment ordered for employees supported by Telecom. It involves notifying end-user an order has been placed, confirmation of the delivery, and providing end-user with the necessary enrollment guide to successfully enroll and setup device(s).
- Manage - Reverse Logistics of mobile equipment to facilitate the return processing, inventory management, replacement, ultimately recover of the mobile device(s).
- Inventory Management of returned equipment
- Device Staging for redeployment (factory data reset and at least 75% charge on returned devices)
| 60% |
- Backup for Telecom Support Team
- Serve as Telecom Support Agent for employees seeking technical assistance thru our ServiceNow ticketing System.
- Walk the user through the problem-solving process
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by employees.
- Pass on any feedback or suggestions by employees to the appropriate internal team if applicable
| 30% |
- Retrieve returned equipment at the corporate office
| 10% |
| Knowledge, Skills and Abilities (KSAs): |
- Strong organizational skills are necessary for Inventory management to take charge of organizing inventory and improving the efficiency of the selection and shipping process.
- The ability to manage multiple projects at one time in an efficient and timely manner is important in this position
- Understanding of spreadsheets and spreadsheet programs
- Good written and verbal communication skills
- Maintaining and keeping an organized complex receiving log
· Proven experience as a help desk technician or other customer support role · Tech savvy with working knowledge of office automation products, databases and remote control · Good understanding of computer systems, mobile devices and other tech products · Ability to diagnose and resolve basic technical issues · Proficiency in English · Excellent communication skills · Customer-oriented and cool-tempered · Very positive and up beat personality |
| Work Experience &/or Education: |
· AA Degree in computer technology or related field, and · Two years of progressively responsible experience supporting, implementing and providing direct technical support for services in a complex network environment. Experience with Microsoft Active Directory preferred, and − Two years of experience administering mobile devices and applications using an enterprise management product in a complex environment. Experience using MaaS 360, AirWatch or Microsoft Intune (Apple iOS platform preferred) in a complex environment (security, standards, configurations) preferred, and − Two years of experience supporting remote workforce via WiFi, Broadband (e.g. 4G/LTE), and VPNs in an enterprise setting. − Experience in a Service Desk setting strongly preferred. − Public sector experience desirable. − A combination of experience and training that provides the applicant with the knowledge and skills to perform the job will be considered. |