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Operations Services Specialist (Technical Specialist)

Noblesoft Technologies
New York, NY Full Time
POSTED ON 1/16/2025
AVAILABLE BEFORE 4/9/2025

Job Role : Operations Services Specialist (Technical Specialist)

Location : New York City, New York (USA)

No of Openings : 01

Job Summary :

The End User Devices Operations Services Specialist plays a critical role in providing DevOps-level support for centrally managed Device Management platforms, including Mobility, Remote Access (dbRAS), Server-Based Computing Platforms, MobileIron, Intune, zScaler, and related services. The role ensures robust, efficient, and effective delivery of IT services, focusing on incident reduction, problem management, service improvement, and governance. This position supports over 150,000 mobile endpoints and contributes to transitioning to best-in-class future mobile platforms.

Key Responsibilities : Operational Support & Incident Management :

  • Provide first-level support for Microsoft Intune and Windows Autopilot, including device enrollment, application deployment, and configuration.
  • Troubleshoot and resolve issues related to device compliance, connectivity, and Intune platform features.
  • Perform compliance remediation, Windows Defender updates, firmware servicing, and driver / Windows update management during Autopilot.
  • Maintain accurate documentation of support activities and resolutions using ServiceNow.
  • Collaborate with IT support teams and vendors to escalate and resolve complex incidents.

Service Ownership & Improvement :

  • Act as the service owner for platforms such as Intune, MobileIron, dbRAS, RSA 2FA, and dbMAC.
  • Drive service improvement plans, reduce incidents through problem management, and implement robust release and communication plans.
  • Oversee capacity planning and governance to ensure service availability during peak usage or campaigns.
  • Disaster Recovery & Outage Management :

  • Coordinate disaster recovery events and manage outages effectively to restore full service quickly.
  • Knowledge Management & Vendor Engagement :

  • Enhance Tier 1 and Tier 2 Service Desk knowledge through training and documentation.
  • Engage with vendors and engineering teams to address unresolved incidents and support managed / hosted services.
  • Access Management :

  • Manage user access requests, including enabling, revoking, or modifying privileges in accordance with CISO standards and policies.
  • Key Skills & Competencies :

  • Hands-on experience with Microsoft Intune and Windows Autopilot.
  • Expertise in device registration, compliance remediation, driver / firmware updates, and Windows update / feature patching.
  • Working knowledge of MobileIron, RSA 2FA, dbRAS, dbMAC, and related platforms.
  • Strong technical troubleshooting skills and familiarity with ServiceNow.
  • Proven ability to manage large-scale mobile operations (150,000 endpoints).
  • Effective collaboration with IT teams, vendors, and service desks.
  • Strong organizational and people management skills to drive strategic vision and implement best practices.
  • Preferred Qualifications :

  • Experience in enterprise-scale device management and mobile platform support.
  • In-depth understanding of IT service delivery frameworks, governance, and compliance standards.
  • Excellent communication and problem-solving skills.
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