Description:

We are looking for a Mobile Device Customer Service Technician on a contract to hire basis. This is not 100% technical position. They would like a tech minded person but the position itself will require a good deal of admin and expense management work. This person should be able to log in to a carrier site, look at a bill and understand what they are looking at. They will make changes, orders, etc.

This person will be working tickets via the ITSM tool, ShareWell (although they are in the process of moving to JIRA) and will focus on assisting end users in ordering, setting up, and procuring mobile devices. This person is responsible for evaluating the order, determining eligibility, understand the correct mobile plan and features on the device based on the order, and foresee the full start-to-finish process. Once the device is ordered, it is sent to our configuration depot for provisioning/staging. This person will be responsible for coordinating with the configuration depot to ensure the device has the correct plan, applications, and features based on the order, and will also be responsible for communicating/coordinating with the end user throughout the process on timelines and ensuring the device works properly once it is delivered to the end user.

This person will also be responsible for expense management and will be required to look at bills and reports to understand if an end user is using their device properly. An example would be if 10 employees are using way above their plan, this person would make recommendations on how to reduce their usage or make a case to update their plan if necessary.

Tickets range 15-30 per week. Nothing extraordinary. Each ticket could be 30 minutes and some could take a couple of hours.

99% of the devices are Apple products that anyone can find on the Apple website. Majority of the devices are iPhones. Would be going into the portals of carriers, placing orders. Would go to their procurement center who stages the device. They would provide the details to the staging center

We use a mixture of Active Directory and AirWatch. This can be trained on. Microsoft Excel and Google Sheets. A lot of the work they are doing is in the Google environment.

Skills:

iPhone, Apple iOS, Asset Inventory, Mobile Device, AirWatch, Asset Management, Active Directory, Customer Service, Microsoft Excel, Mobile, Inventory, Expense Management, iOS, Administration, MDM, Troubleshooting, Support, Hardware

Top Skills Details:

iPhone, Apple iOS, Asset Inventory, Mobile Device, AirWatch, Asset Management, Active Directory, Customer Service, Microsoft Excel, Mobile, Inventory, Expense Management, iOS, Administration, MDM, Troubleshooting, Support, Hardware

Additional Skills & Qualifications:

This person will need to be detail oriented, data driven, and customer service focused.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.