JOB SUMMARY: Scope of work may include some or all of the following:
- Responsible for managing, fulfilling, and closing Service Now tickets related to the team's core services, including password resets for mobile and IP phones, Apple ID assistance, adding users to Active Directory, deploying and setting up new mobile phones/IP phones/multifunction devices, adding/removing International Calling plans, and assisting with basic troubleshooting of mobile and IP phones/MFDs/video conference.
- Perform mobile device password resets utilizing Blackberry Enterprise Server and Microsoft Intune.
- Provide onsite and remote customer assistance with deploying new devices, factory resetting devices, managing users in Active Directory, Microsoft Intune enrollment, Apple ID password resets, and basic troubleshooting.
Education and experience required
- Experience with iOS mobile devices and enterprise device management.
- Experience with Microsoft Intune Mobile Device Management.
- Experience with Service Now.
- Experience troubleshooting network issues.
- Cisco certifications preferred.
- 1-3 years of technical experience required
- 1-3 years of customer service experience required
- International customer support experience preferred.
- Ability to converse with users in Spanish and Portuguese is highly desirable.
Skills / Abilities
- Detail Oriented
- Team-based mentality
- Great Interpersonal Skills
- Customer Service experience
- Corporate Communication Skills (specifically with executives)
- At least Beginner Skills with WebEx
- Excellent customer service skills in person, over the phone, and via email.
- Strong verbal and written communication skills.
- Ability to communicate technical concepts and instructions via phone and email.
- Self-motivated, self-directed, organized and capable of managing multiple tasks.
- Strong problem-solving and strong analytical skills.
- Strong skills with Apple products, iPhone, iPad, and Macs.
- Ability to work with multiple team to troubleshoot network connectivity issues