Infrastructure Analyst - Mobility Support

Overview:
The Mobility Support Analyst be responsible for maintaining, troubleshooting, and improving the enterprise mobility environment as well as providing direct support to the customer.

Primary Responsibilities:

• Troubleshooting and support for all corporate mobile devices and BYOD, including iPhone/iPad/Android and Mi-Fi devices.
• Work within the Mobile Device Management systems to support and troubleshoot mobile devices and policies as well as resolve end user issues.
• Testing and support of corporate mobile apps, including Office 365, MFA, and business line apps.
• Management of cellular services through partnership with wireless carriers.
• Provide training and guidance to third-party service desk.
• Work directly with end users to assist in mobile device setup, upgrades, transitions, issues, and training.
• Resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
• Identify improvement opportunities to existing procedures to improve efficiency.
• Create and regularly update technical documentation and end user guides.
• Complete systems maintenance activities following Standard Operating Procedures.
• Research options when anomalies occur and report complex issues to senior staff.
• Provide coaching and training to less experienced staff and external teams.
• Complete other related duties as assigned.

Education and Experience Required:

• Minimum of 4 years' higher education and/or related work experience
• Prior experience with mobile device support, mobile operating systems, Mobile Device Management and Mobile Application Management
• Experience and understanding of enterprise mobile apps, including mobile mail clients, mobile secure browsers, Office 365 enterprise mobility apps.
• Prior experience reading, digesting, and writing technical information
• Detail-oriented
• Strong written and verbal communication skills to present details to other technical teams, customers, and management.
• Strong customer focus, including ability to manage customer needs and multiple work priorities

Education and Experience Preferred:

• Bachelor's degree in technology-related field
• Minimum of 5 years' higher education and/or related work experience
• Certifications or special training in related Mobility technologies and/or technical support and/or project support
• Experience with Microsoft Intune and Office 365

Location
Buffalo, New York, United States of America