MDM Solutions Associate

Position Summary 

The MDM Solutions Associate is responsible for providing Mobile Device Management end user support in an ever-changing environment. Collaborating with multiple departments, the MDM Solutions Associate will provide key support to end users, internal teams, and for projects regarding Mobile Device Management Software. The MDM Solutions Associate will support end users via email, phone, and webinar. The position also offers unique opportunities to learn and shadow MDM Engineering calls, project management calls, and other responsibilities of the MDM Team. The MDM Solutions Associate may also have secondary responsibility to assist with Internal IT projects.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Assist with client engagement regarding mobile technology including end user MDM configuration, new device setup, and troubleshooting with client and internal teams.
• Participate in MDM and tech related projects, leading webinars and supporting the Team.
• Support Customer Service taking on calls and cases, especially during project downtime.
• Partner with Client Services and Technical support teams with new processes and troubleshooting any issues.
• Acts as a tier 3 escalation point for significant MDM incidents.
• Supports Internal IT and MDM project milestones and interfacing with external vendors and internal cross-functional teams.
• Manage ticket queue by responding to and resolving tickets in a timely manner.
• Exercise consistent follow up to guarantee internal IT and client projects move forward, communicating updates.
• Assist with internal trainings on MDM Software and IT initiatives.
• Assist the onboarding of new LINQ team members regarding MDM processes.
• Work with the Manager of Technical Services in the creation of a multi-quarter research and development agenda of new technologies and concepts.
• Collaborate in the creation of marketing communications for MDM and other technologies as well as keep the literature current for the sales team.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor's Degree or equivalent experience.
• 1 year experience in mobile device management preferred.
• Ability to be objective and open to other views; demonstrates expert listening skills.
• Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest.
• Ability to work both independently and with a team.
• Working knowledge mobile device management software.
• Exhibit a high-level of professionalism and sound judgment.
• Has an entrepreneurial spirit and the ability to take initiative.
• Relentless focus on quality and providing an exceptional customer experience.
• Experience Installing, configuring and troubleshooting mobile devices and software.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 

Note 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this documents are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.