Job Expectations: Mobility (iOS, Android)

Responsibilities and Duties:

• Provide nationwide second level end user and on-site/remote support for IOS and Android.
• Place orders for new phone activations and upgrades.
• Recycle/reassign, decommission, and dispose of customer owner assets as per the customer defined process.
• Setup and deployment of new mobile devices for new hires and existing users.
• Perform mobile device management through VMware Workspace ONE admin and Intune sites including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
• Maintain inventory of corporate devices and accessories.
• Package and ship out devices to remote locations.
• Maintain inventory of corporate devices.
• Provide on-site hardware and software upgrades/rollouts as directed.
• Manage escalations.
• Provide emergency on-site support Services including evenings and weekends, as requested.
• Provide executive support (“White Glove”) after hours to users that are at the VP level or above for mobile devices.
• Provide off-hour support to remote/offshore users as required.
• Train or provide guidance to end-users on how to create tickets on the Service Now system.
• Escort all vendors as requested and directed by the customer.
• Participate in the walk-up service (via ITHUB) for users who need immediate assistance with mobility issues as required.
• Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.

Qualifications

• Post graduate degree in relevant Technology field
• Minimum 3 - 5 years of experience in repairing mobile devices.
• Previous experience providing Deskside services.
• Excellent customer service skills
• A+ Certification preferred
• ITIL Certification preferred
• Not required, French speaking/writing is a plus

Bona Fide Occupational Qualification:

• Must always be available onsite during the scheduled business hours.
• Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.
• Must be prepared to travel.
• Must be prepared for after-hours work.