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 WorkspaceOne 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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