Mobile Support Engineer

Job Description

Req. ID: 137008

Recruiter: NIRMAL BEHERA

Micron Technology is seeking to implement an advanced EMM environment ecosystem for its most valuable global employees. As an Enterprise Mobile Systems Support Engineer you will be part of a new Team formed to provide support for Mobile devices.

Enterprise Mobility Management team provides technical support for installation, configuration, restrictions, deployment of mobile products, and applications that are led via Enterprise MDM product. Demonstrates advance knowledge as a mobile MDM/MAM administrator. Demonstrates expertise as an MDM (Intune, Xenmobile) administrator. Responsible for working with peers and IT management on the analysis of issues and root cause analysis while providing management updates. Provides on-call support as necessary for infrastructure and enterprise wide mobility issues. Perform other duties as assigned including special projects, reports, presentations in team meetings, and completion of management reports.

This position is responsible for providing support for Mobile devices. Address any service interruption and take steps to re-initiate service or accurately call out for resolution. It may be in a call center/Service Desk or at a local work location. Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Some independent judgment is required, including making basic choices in the selection and application of established methods.

Key Responsibilities

• Work in Service Desk or on the client site to coordinate, diagnose and solve incoming employee calls or incident tickets.
• Act as a point of contact for support of Mobile devices.
• Routine maintenance of equipment including cleaning and consumable replacement.
• Performing first line repairs to equipment where possible or arranging for appropriate maintenance or repair in liaison with the Local Field Support.
• Assisting the asset management team with keeping logs of equipment faults, equipment serial numbers, movement of IT equipment and software licensing information.
• Producing self-help information and user guides that enable ease of use of the systems by the user.
• Provide support services to employees with information technology issues involving Mobile devices.
• Assist users with issues related to Mobile.
• Work in close collaboration with all local Field Services.
• Provide 24/7 operational support.
• Escalate any knowns issues and work with the vendors to resolve the same.
• Follow through with customer inquiries, requests and complaints. Forward difficult and non-routine inquiries or requests to appropriate level for resolution.
• Goal and customer service focused. During times of emergencies, outages and project planned work, be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
• Enterprise-grade mobile device management administrator
• Management of iOS and Android-based devices in an enterprise environment
• Identify, prepare, and communicate for upcoming mobile changes
• Take steps to tackle issues reported to them and resolve or bring up to the appropriate contact
• Communicate and collaborate with all team members keeping the team informed (resolution of ongoing issues) and sharing information

Skills & Competencies

• Understanding of technologies like Active Directory, Apple Configurator, Android for Enterprise, Apple Business Manager and Apple DEP
• Familiarity with Mobile security and cellular device support of IOS and Android
• 2-3 years of experience with MDM solutions like XenMobile & Intune
• Wireless & Broadband networking troubleshooting, concepts and principals
• Experience configuring and deploying android / iOS based mobile devices
• High level understanding of mobile app development, preferably with both native and hybrid mobile apps.
• Experience in running metrics with a solid understanding of SLAs
• Ability to stay ahead of with technology and trends
• Ability to work with international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures
• Prioritization skills – proactivity with a sense of urgency
• Must be able to work independently with minimal supervision
• Ability to read, write, and interpret business and technical documents
• Previous desktop support experience required
• Ability to multi-task and maintain deadlines
• Ability to be attentive to details, be accurate, be precise
• Ability to work in a team environment; work independently or with little supervision
• Ability to maintain confidentiality, demonstrate persistence, understanding
• Ability to negotiate priorities across global organizations and deliver across multiple requests as required. Ability to plan and prioritize numerous tasks effectively demonstrating impeccable time management and multi-tasking skills.
• Good communication and social skills required to understand, solve and calm problem situations
• Flexible with working in different time zones.

Work Experience

• Typically, 3 to 5 years of hands-on experience in IT environment supporting Mobile devices
• 3+ years' experience in Mobile MDM Administration
• Experienced in working with teams from multiple time-zones, multi-national interaction
• Experienced in trouble-shooting various operating systems versions
• Able to support individuals using different communication methods (phone, email, instant messaging)

Job-Specific Authority and Scope

• Manager is consulted for decisions.
• Typically has no direct reports.
• Typically has no total staff.
• Typically has a global geographic focus.
• Typically does not run a budget.

Business Travel and Physical Demands

Business travel of approximately 10 or less percent yearly is encouraged for this position.

Physical demands:

• Office environment. No special physical demands required.

Preferred Education

Bachelor’s degree or global equivalent in a related field.

We recruit, hire, train, promote, discipline and provide other conditions of employment without regard to a person's race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, pregnancy, veteran’s status, or other classifications protected under law. This includes providing reasonable accommodation for team members' disabilities or religious beliefs and practices.

Each manager, supervisor and team member is responsible for carrying out this policy. The EEO Administrator in Human Resources is responsible for administration of this policy. The administrator will monitor compliance and is available to answer any questions on EEO matters.

To request assistance with the application process, please contact Micron’s Human Resources Department at 1-800-336-8918 (or 208-368-4748 ).

Keywords: Hyderabad || Andhra Pradesh (IN-AP) || India (IN) || SGA || Experienced || Regular || Information Systems and Technology || #LI-NB2 || Tier 3 ||