Job Description
We are seeking a highly skilled and self-motivated Technology Support Engineer to join our team and take ownership of maintaining our on-premises Mobile Device Management (MDM) system in a high-security environment. The successful candidate will play a crucial role in ensuring the seamless operation, security, and optimization of our mobile device infrastructure.
The Mobile Platform Engineer will be responsible for installing, supporting and maintaining the Workspace One (formerly AirWatch) on-premises platform. Experience with managing operating systems, installing and maintaining certificates, navigating multiple network segments and Apple/IOS devices, Mobile Device Management systems such as AirWatch, and peripherals. Android device experience a plus. Additional experience with Windows systems and/or SCCM a plus.
Schedule & Work Location:
* M-F, 8:30AM-5:00PM or as needed for escalations
* 100% Remote with a potential need for occasional on-site visits in NYC
1. On-Premises MDM Maintenance:
* Manage, monitor, and maintain the on-premises MDM system across multiple network segments, ensuring consistent functionality and security.
* Perform routine audits of operating systems, certificates, and MDM application service components.
2. Mobile Device Management
* Use Workspace One/AirWatch to manage end-user devices, including:
* Defining and assigning device policy
* Importing and assigning software packages
* Device reporting
* Coordination with logistics vendor for installations and field service calls
* Create documentation for configurations and support procedures
* Perform iOS Beta and General Release testing
3. Second/Third-Level User Support:
* Provide technical support to Service Desk personnel for non-trivial issues involving device management and policy
* Troubleshoot and resolve issues related to device enrollment, connectivity, and configurations, especially in environments with multiple network segments.
4. Security and Compliance:
* Implement and enforce security policies, including the tracking and maintenance of digital certificates used in the MDM infrastructure.
* Regularly update and renew certificates, ensuring compliance with industry standards and internal security protocols.
5. Documentation:
* Develop and maintain documentation for MDM network configurations, including detailed guides for navigating multiple network segments.
* Create documentation for certificate management processes and troubleshooting steps
Required Skills & Experience
* Experience with installing and maintaining on-premises Mobile Device Management systems (VMWare Workspace One/AirWatch preferred)
* Knowledge of Apple's ecosystem (iOS and Macs), iOS troubleshooting and maintenance, including Apple's Device Enrollment Program (DEP), aka Apple Business Manager
* Experience creating custom iOS/Mac Mobile configuration payloads is a must
* Experience with provisioning iOS Devices at scale and using automation tools like Apple Configurator, APU (Apple Provisioning Utility), iOS/Mac Shortcuts, and Automator Workflows for iOS is a big plus
* Understanding of iOS Enterprise Developer Account Management is a plus
* Experience with remotely troubleshooting WiFi and cellular connectivity issues
* Experience working in a secure environment (navigating firewalls and VPNs)
* Knowledge of how device and software certificates are used and applied
* Minimum of five (5) years of experience in a technical support role, (e.g. technical support engineer, desktop support engineer, IT help desk technician, etc.)
* Basic written communication skills (documentation skills a plus)
* Ability to diagnose and troubleshoot technical issues
* Knowledge of computer architectures, mobile devices, and peripheral products
* Ability to work collaboratively and independently to manage, prioritize, track and follow-through on multiple tasks in parallel to meet challenging deadlines
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.