Senior Wireless Support Specialist

Role: Senior Wireless Support Specialist

Location: 2 MetroTech Center, Brooklyn, NY

Duration: 6 Months

Note : 35h/week

Job Description

The Wireless Support Specialist will provide technical assistance to agencies, with a focus on various mobile and wireless initiatives; the candidate must have technical knowledge of mobile technologies such as Mobile Device Management (MDM) and equipment's such as IOS and Android, as well as the ability to troubleshoot various issues.

All proposed candidates must possess at least 4 years of experience as a Senior Level Wireless Support Specialist, including the following required skills and expertise:

SCOPE OF SERVICES

Tasks:

• Provide support on daily ServiceNow incidents/requests and work closely with the various carrier account teams and wireless personnel on customer service issues that may arise; ensure all urgent incidents and requests are prioritized and addressed in a timely manner.
• Responsible for working closely with OTI's Cost Recovery Group (CRG) for mobile order approvals.
• Liaise with City agencies on requests/incidents resolution for various carrier services; recommend the appropriate action in response to agency mobile requests, including activation of new service, cancellation of existing service, choice of carrier, number porting, change of service type or rate plan, or change of equipment type.
• Provide user-level technical support and troubleshooting communications issues; follow-up with the appropriate vendors and carriers on orders placed for new equipment.
• Liaise with internal OTI divisions concerning new service and equipment costs and determine proper user financial responsibilities.
• Perform inventory control functions (inventory control functions may require the candidate to carry boxes of mobile equipment to and from the mobile stock room; these boxes should not exceed 50 pounds), update vendor management system with accurate data.
• Assist customers with various device configurations; activate and program a wide range of mobile devices, including cellular phones, smartphones both android and IOS, mobile PC cards, and MiFi's; submit corrections to carriers; prepare written communications concerning technical issues.
• Perform MDM tasks such as device provisioning, deployment of base profiles and policies.
• Working with agency MDM admins ensuring devices are successfully enrolled.
• Perform additional tasks and projects as directed by management as it relates to requests and incident management.

MANDATORY SKILLS/EXPERIENCE

• Experience with Carrier Portals, Apple ABM and Android KNOX.
• Strong experience in Enterprise or Solution Architecture.
• Strong analytical, troubleshooting, and problem-solving skills.

Communication and Collaboration:

• Excellent verbal and written communication skills.
• Ability to build and maintain effective working relationships with all stakeholders.
• Strong interpersonal skills.

Project Management and Organization:

• Ability to plan, organize, and manage multiple projects simultaneously.
• Strong organizational and project management skills.
• Ability to work independently and as part of a team.
• Ability to multi-task and prioritize tasks effectively.

Security and Standards:

• Ability to articulate and recommend technology standards related to security, document transmission, and digital signatures.
• Ensure compliance with NYC Cyber Command Standards

DESIRABLE SKILLS/EXPERIENCE:

• Demonstrated experience in analyzing and interpreting policies and procedures.
• Ability to understand business requirements and document them into functional specifications.
• Ability to work with cross-functional teams (architects, developers, engineers, domain experts) to document non-functional requirements.
• Solid attention to detail.
• Strong conflict resolution and negotiation skills.

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