DMI

Mobile Technical Specialist II

Posted Date 22 hours ago(12/4/2020 3:30 PM)
Job ID
2020-20020
Category
Operations
Location
US-IL-Arlington Heights

About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, IoT and big data analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Instagram.

About the Opportunity

Our managed services business needs a Mobile Technical Specialist II to join our staff. We are looking for a highly organized and efficient person to provide end user support for our managed services operation. The successful candidate will answer phone calls, provide support using chat functionality, and resolve tickets and orders. When necessary, the Mobile Technical Specialist II will cross-train and participate in other responsibilities of the Contact Center team.

 

Roles and Responsibilities: 

  • Assist with activation of mobile phones and setting up email/enrollment to MDM.
  • Provide second tier device troubleshooting support to end users.
    • Troubleshoot MDM enrollment.
    • Troubleshoot connectivity.
    • Troubleshoot email setup.
    • Troubleshoot public and proprietary applications.
  • Resolve technical support incidents.
  • Assist users by placing orders or creating request tickets.
  • Answer inbound phone calls.
  • Respond to voicemails.
  • Answer inbound chats during high volume times.
  • Maintain satisfactory quality assurance scores.
  • Assist other teams with overflow work.

Qualifications

Education and Years of Experience:

  • High school diploma or the equivalent.
  • Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.
  • Experience with Mobile Device Management platforms (MDM) such as MobileIron, Soti, AirWatch, MaaS360, & InTune.

Requirements:

  • Regular and reliable attendance.
  • Ability to work overtime to complete projects.
  • Strong attention to detail and organizational skills.
  • Multitasking skills and ability to keep up in a fast-paced work environment.
  • The ability to utilize critical thinking to complete tasks.

Desired Skills/Experience: 

  • Ability to work independently without relying on significant management oversight.
  • Proficiency to use Microsoft Office products.
  • Experience working for a mobile carrier or equivalent.
  • Proficiency in typing, expected minimum of 40 words per minute.

 

Physical Requirements: 

  • Ability to work in an office environment.
  • Ability to sit for long periods of time.
  • Ability to utilize a keyboard and mouse.
  • Ability to work in front of a computer screen for long periods of time.

Additional Requirements: 

  • Ability to secure public trust security clearance.

Location: Arlington Heights, IL

 

Hours: First, Second, Third Shift & Weekends/Holidays

 

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help met various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

  • Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
  • Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
  • Development – Annual Performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
  • Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
  • Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options. 

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

 

IND2020

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