What are the responsibilities and job description for the Mobile Device Technician position at Reliant?
Mobile Spot-On Technician
The SpotOn Technician provides frontline mobile device support at the Spot-On location at the airport. This role delivers in-person troubleshooting, device replacements, and customer-facing support for employees across multiple workgroups. The SpotOn Technician ensures devices are functional, secure, and compliant, while maintaining accurate inventory and service records.
The ideal candidate is detail-oriented, highly organized, and customer-focused, with the ability to work efficiently in a dynamic, high-volume environment. Since this position is based inside the airport terminal, adherence to airport rules, security requirements, and workplace conduct standards is essential.
Key Responsibilities
Device Support & Troubleshooting
- Provide in-person troubleshooting for employees experiencing mobile device issues
- Deliver exceptional customer service by resolving problems quickly and clearly
- Replace, configure, and provision devices when needed to minimize downtime
Device Kitting & Intake
- Manage intake of devices for repair, recycling, and reclamation
- Stage and prepare devices to meet workgroup and PCI compliance requirements
- Conduct quality checks to ensure devices are ready for deployment
Inventory & Asset Management
- Maintain a clean, organized, and accurate inventory of devices and accessories
- Monitor burn rates and forecast upcoming device needs
- Track and document all device lifecycle activities for accountability
SLA Management, Communication & Reporting
- Ensure compliance with break/fix SLAs (24–48 hours, with an emphasis on 24)
- Maintain and update team dashboards with ticketing and performance data
- Escalate unresolved issues or trends to the Mobile Ops Manager
- Keep accurate service records and documentation for audits and reporting
Experience Requirements
- 1–2 years of IT support, mobile device support, or customer service experience
- Familiarity with mobile device management (MDM) platforms and DEP enrollment
- Experience with inventory systems (Odoo or equivalent)
- Prior work in SLA-driven environments preferred
Preferred Skills
- Skilled at in-person troubleshooting with patience and clarity
- Strong in customer service, creating a positive user experience at every interaction
- Detail-oriented with excellent attention to accuracy and compliance
- Organized and reliable in record keeping and documentation
- Able to thrive in a fast-paced, style environment where communication and responsiveness are key
- Professional and adaptable, with the ability to follow airport safety, security, and conduct rules at all times
Education Requirements
- High school diploma or equivalent required
- Preferred: Associate’s degree in Information Technology, Computer Science, or related technical field
Work Requirements
- Must report on-site daily (no remote work available)
- Required to work from the HNL terminal or surrounding airport buildings
- Will be trained on all systems and procedures upon hiring
Benefits
- Paid time off
- Health insurance (including dental and vision)
- Life insurance
- 401(k) with employer match after 1 year
- Professional development assistance
- Training and certifications