Technical Support Specialist, Mobile & Device Management

Join our team to innovate and enhance technology operations, impacting core business services through enterprise device management and endpoint solutions.

As a Technology Support Specialist in Employee Platforms, you will ensure the operational stability, availability, and performance of our enterprise endpoint infrastructure across Windows, Mac, and Mobile platforms.

Your critical thinking and expertise in supporting the firm's Omnissa UEM (Workspace ONE) environment will be essential as you identify, troubleshoot, and resolve device management issues, delivering a seamless user experience across all endpoint devices.

Job Responsibilities


* Provide Level 3 technical support for device management services across Windows, Mac, and Mobile endpoints.


* Administer and maintain the Omnissa UEM (Workspace ONE) platform, ensuring high availability, performance, and proper configuration.


* Execute policies and procedures to maintain operational stability and availability of device management infrastructure.


* Monitor production environments for anomalies in device enrollment, compliance, application deployment, and security posture, addressing issues proactively.


* Support device lifecycle management, including provisioning, configuration, patch management, and decommissioning across multiple platforms.


* Utilize observability tools for endpoint monitoring, reporting, and analytics to identify trends and potential issues.


* Escalate and communicate issues to senior technologists and stakeholders, participating in incident resolution and service restoration.


* Participate in incident, problem, and change management processes for device management technology stack, applications, and infrastructure.


* Collaborate with security, networking, and application teams to ensure integration and compliance with enterprise standards.


* Document technical procedures, troubleshooting guides, and configuration standards.


* Contribute to continuous improvement initiatives for device management operations.

Required Qualifications, Capabilities, and Skills


* 3+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining enterprise device management services.


* Hands-on experience administering Omnissa UEM (Workspace ONE) or similar enterprise mobility management platforms.


* Technical expertise managing Windows, macOS, iOS, and Android devices in enterprise environments.


* Experience supporting infrastructure in both on-premises and public cloud environments.


* Proficient in observability and monitoring tools and techniques for endpoint management platforms.


* Experience executing processes within the Information Technology Infrastructure Library (ITIL) framework.


* Strong understanding of mobile device management (MDM), mobile application management (MAM), and unified endpoint management (UEM) concepts.


* Ability to work collaboratively in cr...