Technical Support - Mobile Devices

ConnectUs is looking to hire a Level 1 and 2 Technical Support Lead for their King of Prussia Headquarters. This person will be the go to technical resource for Level 1 and 2 support for the company. This includes help desk & ticketing management, Mobile Device Management (MDM) implementation, mobile device technical support, troubleshooting, project documentation and execution.

About ConnectUs

At ConnectUs our passion is making life and work easier by putting the right technology in our customers' hands all over the world. ConnectUs is a leader in 5G mobility and fixed wirless B2B solutions, delivering turn key, end-user ready mobile devices. Our solutions help small to large enterprise companies, government agencies and non-profit organizations do #MobilityBetter in all 50 states and over 30 countries worldwide.

We help our customers do #MobilityBetter by delivering out-of-the-box solutions to their end users, at scale.

Our core values are what make us who we are.

Do you have what it takes to become part of our core team?

1. Do What you Say

We have a culture where our vendors, employees and service providers are all accountable, responsible and committed to delivering on what we promise.

2. The Appropriate Sense of Urgency

We deliver for our customers on time. We don’t wait to get things started.

3. Customer First

We anticipate, understand and meet our customers’ needs. We aim to “wow” in every engagement.

4. Do the right thing

Doing the right thing is at the core of who we are. Honesty and integrity in all we do. We don't cut corners. We are accountable for our mistakes.

5. Continuous Improvement

We believe that the right questions drive innovation. We foster continual learning and value the perspectives that diversity brings to ConnectUs.

6. No Assumptions

We dig until we fully understand a situation. We are not embarrassed to ask questions.

Essential Duties and Responsibilities:

• Responsible for implementing and managing a troubleshooting ticketing system.
• End user support - Subject Matter Expert (SME) for end user technical support of Smartphones, Tablets, Wearables, associated accessories and Cellular services (AT&T, Verizon and T-Mobile).
• Expertise in all things carrier account related such as answering Android, iOS and Windows OS device related questions and carrier activation troubleshooting for Phones, Tablets and other Data Devices (hotspots, cellular routers, wireless surveillance cameras, etc).
• Experience upgrading Android, iOS and Windows devices.
• Ability to carrier unlock devices using different hardware and cloud based software tools.
• End user communications - Coordinate with the Sales Team, Back Office Team and leadership on notification messages to the user community and key personnel of project
• IT Asset management – New equipment ordering, Device logistics, Inventory management, complete lifecycle asset tracking for project related equipment.
• We used Phonecheck software as our quality control software.
• Apple Support – Escalate to Apple support as needed for clear activation locks, diagnostics, schedule end user repairs, handle logistics for equipment repair.
• Knowledge Base management – Processes are clearly documented and maintained in our Internal Knowledgebase.
• Problem management – Recurring issues are identified and eliminated. Anticipates problems and provides/solicits management with recommended actions.
• Deskside Support
• Diagnose and troubleshoot end user desktop application and hardware issues and provide efficient, technically appropriate solutions.
• Provide support for PCs, laptops, printers, cell phones, tablets and associated peripheral devices; proven ability to troubleshoot home network setups and isolate issues between wireless, home LAN and WAN
• Support end users in their use of core applications such as Apple DEP and MDM (mobile device management), as well as basic understanding and troubleshooting of default Android OS, iOS and Windows device applications.
• Engages in ongoing industry related training and certification programs

Top Skill Requirements

• Responsibility and accountability are integral to who you are
• You enjoy innovation – learning and figuring out better processes and learning new tools and software
• Assertive personality. Not afraid to ask questions or speak up when there is a problem.
• Strong mobile device technical support and problem-solving skills
• Excellent communication skills
• Comfort working independently and with a team
• You enjoy urgency. You thrive on speed and deadlines
• Willingness to meet deadlines; which may involve hours beyond your regular schedule
• Cellular device support & services
• End user support
• Help Desk Management
• Any CompTia Certifications would be a major plus
• A College degree is preferred