Mobile Analyst at Framingham

Job Description

Job Summary

This position is primarily responsible for providing customer support for all On-site Support Services in steady state as well as for project related work.

Principal Responsibilities: (Essential Function)

Provide customer support by identifying, researching and resolving technical issues. Provide solutions to meet client needs. Submit orders and requests including all mobile devices, IOS and blackberry to name a few, for home office and field sales. configure and prep mobile devices for specific end users. Configuration to include airwatch and Blackberry server. Assists and interacts with exchange team to troubleshoot email issues on mobile devices. Handle the coordination of weekly moves within various locations. Schedule and maintain technicians workload. Handle removal of equipment through the removal process off boards. Perform reassignment of equipment. Balance the schedule of work for all technicians. Complete assigned tickets in timely manner. Maintain Remedy/Asset Center tracking software with up to date information on ticket progress. Contribute to On-site Support Services Teams operation documentation as required. Responsible for on-boarding activities, account creations, and equipment requests. Asset management orders and receiving, asset tagging, updating asset tracking system, drive wipes, disposals/donations Ticket coordination assigning tickets, follow-up with customers, scheduling, resolving calls, escalations, monitoring for CR tickets going to wrong queue Coordinate for on-boardings and moves Coordinating with teams outside Cambridge on asset management, moves, on-boards, ticket coordination etc.

Job Requirements

Skills
Perspective candidate must be knowledgeable of Windows XP and XP as well as DOS operating systems. Must be knowledgeable of applications such as Remedy. IMAC-Asset Center a plus. Perspective candidate must have customer service skills, be organized, polite, be able to follow directions, dependable, prompt, neat in appearance and be self-motivated. Help Desk experience is a plus. Ability to provide Asset management orders and receiving, asset tagging, updating asset tracking system, drive wipes, disposals/donations Ability to provide Ticket coordination assigning tickets, follow-up with customers, scheduling, resolving calls, escalations, monitoring for CR tickets going to wrong queue Ability to Coordinate for on-boardings and moves Ability to Coordinate with teams outside Cambridge on asset management, moves, on-boards, ticket coordination etc.

Education
BS or BA 4 year degree plus work experience. A+ Certification or equivalent required.
Experience
Remedy and Service desk experience is a plus.
Working Relationships
Maintain inter-department relationships to resolve client issues Effectively communicate with both internal and external clients Develop communication and working relationship with Supervisor

Competencies
Adaptability Analysis Customer Service Orientation Functional Job Knowledge Initiative Judgment/Decisiveness Managing Stress Negotiation Oral Communication Persuasiveness/Influence Planning and Organizing Technical and Professional Competence Work Standards Written Communication

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Requirements

A+,Remedy

Country: USA, State: Massachusetts, City: Framingham, Company: C3i Inc..