Found Description
The MDM Helpdesk Support Agent plays a vital role in supporting and troubleshooting issues related to mobile device management systems for end-users and internal teams across multiple accounts. The agent is expected to deliver exceptional technical support using platforms such as SOTI MobiControl, Salesforce, JIRA, and other internal ticketing tools, while adhering to established SLAs and escalation protocols.
Key Responsibilities
- Provide Level 1 support for mobile device and MDM-related issues including provisioning, enrollment, configuration, and connectivity.
- Utilize tools like SOTI MobiControl, Salesforce, JIRA, and internal systems to manage, update, and resolve support tickets.
- Troubleshoot login issues, remote management errors, and network/WiFi configuration problems for various mobile platforms (iOS, Android, rugged devices).
- Perform initial triage on tickets, escape to Level 2/3 or TAC teams as needed, and ensure timely fo...