Help Desk Mobility Support

ID
2021-23499
Category
Other Admin
Employment Type
Full-Time
Location : Location
US-TN-Memphis

Overview

American Residential Services (ARS) is a national provider of plumbing and HVAC services with 70 locations in the continental United States, 6,000+ employees, and over $1bn in annual revenue. Using mobile technology to build a competitive advantage is a key differentiator of our business and key to our continued success.  90% of our devices will be running the Android OS on a Samsung device.

 

This Help Desk Mobility support position directly handles incoming calls and helpdesk tickets from ARS employees requesting mobile device support.  This position troubleshoots issues and educates mobile end-users to provide effective resolutions in a timely manner. 

 

Responsibilities

  • Primary responsibility is to respond to incoming calls and manage the help desk ticket queue to support our mobility users. Includes but not limited to:
  • Smartphone or tablet assistance including set-up and basic operations
  • Configure and troubleshoot Outlook and Teams O365 apps
  • Assist with Chrome app browser support and configuration
  • Troubleshooting hardware and software issues
  • Basic support for Bluetooth accessories
  • Ensures all open support requests are resolved with the proper time frame and escalate more challenging issues as required to 2nd level engineering support.
  • Performs MDM device activations (Samsung Knox and VMWare Workspace One).
  • Contributes to the general help desk workload and projects as required or determined by management.

Qualifications

  • Candidates should have a strong proficiency in device setup, configuration, operation and activation services on Android mobile devices.
  • Strong experience resolving wireless carrier issues.
  • Solid understanding of how to connect a mobile device to a Wi-Fi network ad troubleshoot Wi-Fi issues.
  • Demonstrate excellent oral communication and customer service skills.
  • Excellent problem-solving skills and attention to detail.
  • Good written and documentation skills.
  • Experience working with a mobile device management product.
  • Must have the ability to work independently, effectively communicate and be self-motivated.

Schedule

  • Monday - Friday 06:00 - 15:00 CST (flexible)
  • Participation in an after-hours on-call emergency rotation required.

 

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
 

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