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

Critical Thinking

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 , 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