Telecom Support Specialist

PURPOSE

A Telecom Support Specialist focuses their time on administrative and technical support. This individual will provide end-user support for smartphones, tablets, or hotspot devices.

This support includes but is not limited to software, how-to, apps, services related to the use of mobile technology, inventory management, and data entry.

• Years of Experience + years
• Experience with Microsoft Suite (Excel, Teams, Outlook, PowerBI)
• Experience in supporting mobile devices, tablets, hotspot cards, etc.
• Experience in inventory or asset management, a plus.

General Summary A Telecom Support Specialist focuses their time on admin istrative and technical support. This individual will provide end-user support for smartphones, tablets , or hotspot devices .

This support includes but is not limited to software, how-to, apps, services related to the use of mobile technology , and data entry .

For Administration Duties : Maintain the mobile devices retrieval system , equipment tracking, retrieval, analyzing inventory , and maintaining and developing protocols for loss mitigation under minimal supervision.

For Technical Support Duties : performs a variety of work supporting employees at all levels of the organization in their use of mobile devices (smartphones, tablets, and hotspot devices) , including provisioning, troubleshooting, diagnosing , and resolving problems with VPN software, multi-factor authentication (MFA), the use of WiFi networks, broadband data services, and mobile applications.

Duties & Responsibilities

• Manage - Forward Logistics of mobile equipment ordered for employees supported by Telecom. It involves notifying end-user an order has been placed, confirmation of the delivery, and providing end-user with the necessary enrollment guide to successfully enroll and setup device(s).
• Manage - Reverse Logistics of mobile equipment to facilitate the return processing, inventory management, replacement, ultimately recover of the mobile device(s).
• Inventory Management of returned equipment
• Device Staging for redeployment (factory data reset and at least % charge on returned devices)
• Backup for Telecom Support Team
• Serve as Telecom Support Agent for employees seeking technical assistance thru our ServiceNow ticketing System .
• Walk the user through the problem-solving process
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by employees .
• Pass on any feedback or suggestions by employees to the appropriate internal team if applicable
• Retrieve returned equipment at the corporate office

Knowledge, Skills and Abilities (KSAs) :

• Strong organizational skills are necessary for Inventory management to take charge of organizing inventory and improving the efficiency of the selection and shipping process.
• The ability to manage multiple projects at one time in an efficient and timely manner is important in this position
• Understanding of spreadsheets and spreadsheet programs
• Critical Thinking
• Good written and verbal communication skills
• Maintaining and keeping an organized complex receiving log
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Very positive and up beat personality

Work Experience & / or Education :

• AA Degree in computer technology or related field, and
• Two years of progressively responsible experience supporting, implementing and providing direct technical support for services in a complex network environment.

Experience with Microsoft Active Directory preferred, and - Two years of experience administering mobile devices and applications using an enterprise management product in a complex environment.

Experience using MaaS , AirWatch or Microsoft Intune (Apple iOS platform preferred) in a complex environment (security, standards, configurations) preferred, and - Two years of experience supporting remote workforce via WiFi, Broadband ( G / LTE), and VPNs in an enterprise setting.

• Experience in a Service Desk setting strongly preferred. - Public sector experience desirable. - A combination of experience and training that provides the applicant with the knowledge and skills to perform the job will be considered.
30+ days ago