Mobile Service Specialist

Position Summary

Under general supervision, Mobile & IT service specialist develops, implements and sustains complex mobile technology solutions and workplace Tier 1 service within SEA, not limited to support Workplace Tier 1 service on IT-Help Desk, HR General service, Workplace inquiries, employees business mobile device , Telecommunication Expense Mgmt. System (TEMS), Enterprise Mobility Mgmt. In building mobile solution, Internal Protocol Telephony (IPT), Vendor & Mobile billing management, ongoing operational support and assisting technology in support of new mobile projects that align with our business goals and objectives
Role and Responsibilities

Tier 1 Service - IT Help, HR General, GA Workplace administrative & Service

• Manage the IT-Help desk Supporting 7,000+ SEA users with: AD, Exchange, u-Ready, SVPN, BMA, etc.
• Provide Escalation Support, Security admin, Application Operation, Project Lead / Support, VIP Support.
• Handle New hire onboarding and Terminated user off boarding.
• Direct vendor partners to ensure that standards used as part of their recommendation align with SEA's technology standards

In-House Telecommunication Expense Mgmt. System (TEMS)

• Workplace business mobile line & Device direct management.
• New hire onboarding and upgrade : cell phone / mobile kit , and Mobile application deployment
• Oversee physical device and Service lines direct mgmt. with Carrier and Samsung.com.
• Negotiate Master agreement contract with Mobile carriers to get better service for SEA cost saving

Mobile Vendor Management

• Daily oversight and management of all telecommunication technology vendor partners providing service in the workplace.
• Coordinating work with Samsung's preferred Mobile technology provider and facilities partner to manage all Mobile service projects and day-to-day service in the workplace.
• Directing mobile vendor partners to ensure that standards used as part of their recommendation align with SEA's Mobile technology standards.

Skills and Qualifications

• Technical school graduate or equivalent work experience of 4 years in the industry
• Strong Project Management skills and the ability to prioritize in a complex working environment
• Over 5 years' experience in the telecom industry. (Preferred)
• 2+ years of experience providing operating system and standard office application support including installation and troubleshooting/resolution of software related errors.
• 2+ years of experience in the basics of IT help desk, PC setup, administration and security required. General support knowledge with working with wireless carriers, technology, web collaboration solutions, telephony, and network connectivity.

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