Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction

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Omnissa Workspace One SaaS based solution:

• Installation/Reinstallation of MDM components

• Trouble shooting remotely MDM related errors escalated by Ll and other teams.

• Monitor and analyze the application logs

• Support the DR Drills as and when required

• Manage Policy Groups

• Administer consistent policies across devices

• Analyze and report critical device information

• Creating and Maintenance of SSP for Client end users

• Implementing policies post approval in MDM

• System Backup management

• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.

• Troubleshooting Windows, Onsite Requirement, Experience in Airtwatch MDM security skill set

• Knowledge of APK and Android application configuration and remote management using airwatch and do security controls.

• Answer incoming calls and respond to customer?s emails in timely manner.

• Research, identify, and resolve customer complaints using applicable software.

• Route calls and tickets to appropriate resources and Domains who can best support the user,

• L2/L3 ticket handling

• Patching support and product upgrade support. Team Players

• Customer escalation management and control

• Recognize, document, and alert the management team of trends in customer calls.

• Create SOPs for new Issues and resolution given.

• Complete call logs and reports.

• Educate customer about the smart phone product operation and maintenance procedures.

• Complete service orders and service reports in a timely manner

• Manage incidents, service requests, change requests and queries raised by end user.

• Escalate tickets to next level if support is required.

• Log tickets with all field information into the service desk tool whenever required.

• Coordinate onsite contractors for facility support as necessary.

• Log tickets generated by alerts in the tools deployed for applications and infrastructure management.

• Collaborate with other teams in case of any issue not being handled by the team and route calls to appropriate team/vendor.

• Monitor the service desk tool for open and pending incidents and track for early closure

• Follow up with Vendor or Client's technical team for incident status and manage notifications and escalation

• Ensure that these devices are appropriately configured for the users

• Awareness mailer on tips and tricks

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