Job Description
Will be working on the Mobile Ops team and should be strong in Apple/AirWatch.
The Mobile Engineer will be responsible for supporting and maintaining
smartphone and tablet-based solutions for the Customer. The engineer should
have experience with Apple/IOS devices, Mobile Device Management systems such
as AirWatch, and peripherals. Android device experience a plus. Additional
experience with Windows systems and/or SCCM a plus.
**Schedule & Work Location:**
* M-F, 8:30AM-5:00PM or as needed for escalations
* 80% Remote, 20% Office (downtown NYC) and/or field (customer vendor/site(s) in and around the five (5) boroughs of NYC)
**Role Responsibilities:** _ _
* Use Workspace One/AirWatch to manage end-user devices, including:
* Defining and assigning device policy
* Importing and assigning software packages
* Device reporting
* Perform 2nd and 3rd \- level troubleshooting - resolving device provisioning issues, software and policy deployment issues, and handling user issues
* Coordinate and advise level-1 support groups
* Coordination with logistics vendor for installations and field service calls
* Create documentation for configurations and support procedures
* Perform iOS Beta and General Release testing
**Requirements and Experience:**
* Experience with Mobile Device Management systems (Workspace One/AirWatch preferred, though others are acceptable) and iPhone management
* Managing on-Prem MDM infrastructure (e.g. Workspace One UEM Server)
* Deep knowledge of Apple's ecosystem (iOS and Macs), iOS troubleshooting and maintenance, including Apple's Device Enrollment Program (DEP), aka Apple Business Manager
* Experience creating custom iOS/Mac Mobile configuration payloads is a must
* Experience with provisioning iOS Devices at scale and using automation tools like Apple Configurator, APU (Apple Provisioning Utility), iOS/Mac Shortcuts, and Automator Workflows for iOS is a big plus
* Understanding of iOS Enterprise Developer Account Management is a plus
* Experience with remotely troubleshooting WiFi and cellular connectivity issues
* Experience working in a secure environment (navigating firewalls and VPNs)
* Knowledge of how device and software certificates are used and applied
* Minimum of five (5) years of experience in a technical support role, (e.g. technical support engineer, desktop support engineer, IT help desk technician, etc.)
* Basic written communication skills (documentation skills a plus)
* Ability to diagnose and troubleshoot technical issues
* Knowledge of computer architectures, mobile devices, and peripheral products
* Ability to work collaboratively and independently to manage, prioritize, track and follow-through on multiple tasks in parallel to meet challenging deadlines
