The position is for a Mobility Support Technician II located either remotely or at an existing customer site (Synchrony Financial), where they will be working with a team to support approximately 20,000 employees. The position is a temporary position with possibility of being hired permanently.
Summary : Responsible for supporting mobile devices within the organization on all operating platforms. This position will also be responsible for deployment, maintenance and decommissioning of all devices. Along with those duties, the role will perform technical writing for new SOP's, editing of existing SOP's and retiring old SOP's.
Responsibilities Major Job Duties : Support all mobile devices within the organization at all levels. Maintain professional appearance and communication with all levels of the organization. Able to maintain, analyze, and troubleshoot, software and device issues. Able to setup, configure all hardware associated with mobile devices. Assure all tickets are worked and resolved in an expedient fashion. Ensure follow up work and/or calls receive the proper attention. Provide end user support via telephone, chat, email, or in person. Assist in developing, maintaining, improving and retiring process documentation. Assist coworkers in resolution of end user's technical issues. Assist in process improvements and escalations.
Managing ticket queue constantly throughout day
Responds to end-user issues via face to face interaction, telephone, chat, email or escalated helpdesk tickets
Diagnose and resolve technical hardware and software issues for all mobile devices
Support Mobile Device and Cellular Service Lifecycle
Support Mobile Data access, applications and security
Gather information to determine the issue by evaluating and analyzing the symptoms
Manage membership of enrollment DL's
Partners with other departments to provide technical assistance, if needed
Identify priorities and redirect problems to appropriate resources
Organize ideas and communicate appropriate messages
Stay current with system information, changes and updates
Support Audio Conferencing
Ordering, usage and troubleshooting
Creation, editing, maintaining and retirement of SOP's
Qualifications Education/Experience : High School Diploma or GED required. At least 1 year of hands on technical knowledge of mobile devices and troubleshooting operating systems and applications.
Skills and Competencies : Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Possess 1 to 2 years' experience in a break/fix mobile device environment. Strong verbal and written communication skills. Experience with technical writing. A certain degree of creativity and latitude is required.
Experience with iOS, android, Internet browsers and Email clients for mobile devices
Working knowledge of current mobile devices
Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner
Experience providing IT technical support to senior leaders of an organization
Ability to visualize and troubleshoot complex issues remotely
Highly developed analytical troubleshooting skills Able to multi-task, work independently with minimal supervision as well as within a team environment
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