MDM Technician / Tech Support - Mobile Devices

Premier Wireless, an industry leader in mobile technology, is seeking an MDM Technician / Tech Support - Mobile Devices!

Salary: 

• Level I $35,000 to $45,000 based on experience
• Level II $45,000 to $55,000 based on experience

Work Hours: Monday through Friday business hours (must have flexibility)

Location: In-office at 9555 W. Sam Houston Parkway S. Suite 550, Houston, TX.

Premier Wireless Business Technology Solutions offers excellent benefits, including:

• Great Culture: "people-first" work-hard-play-hard environment passionate about technology and helping education address the digital divide
• Full Benefits: options including medical, dental, vision, PTO, sick-time, 401(k) and beyond
• Opportunity for growth and promotion
• Phone discount plans with T-Mobile and much more

MDM Technician / Tech Support Job Summary:

This position includes initial setup and configuring both hardware and software as well as providing expanded levels of support for complex issues reported by clients, including VoIP troubleshooting. Using a response system provided for case escalation, contacting the end user is required through email and/or a phone call. This position requires both top-tier customer care skills and complex problem-solving skills working with a diverse range of end-users including CIO’s, technical support reps, administrators, transportation directors, drivers, and dispatch admins. Additionally, the ability to analyze existing solutions to make proactive recommendations for improvements, retention, and implementing new solutions to all supported systems and applications in use by the end-user.

MDM Technician / Tech Support Responsibilities:

• Tech support for mobile device management, including VoIP, internet routers/modems, WAN/LAN, laptops, and phones, and provisioning and programming routers/firewalls/networking solutions (wireless communication)
• Provide resolution for service and training tickets
• Assess each end users IT knowledge levels and respond appropriately
• Ability to diffuse upset client concerns and resolve their issues professionally
• Evaluate existing systems and/or user needs to analyze, recommend, and implement changes to their solution
• Diagnose and support internal and/or external causes of failure in end-user or internal provided solutions
• Maintain a log of completed work using provided incident-tracking application
• Ability to repair laptops, Chromebooks and other hardware, and/or advance warranty repair as needed

MDM Technician / Tech Support Requirements:

• 2+ years’ experience in technical support and repair for wireless technology including routers, modems, Cloud platforms, WAN/LAN and mobile devices (phones, laptops, etc.), 
• Must  have experience troubleshooting for the above devices/technology with customer interaction
• Experience working with Technology/Telecommunications VARs (Value Added Resellers) and MSPs (Managed Service Providers) a plus 
• Experience working with network operations center (NOC) a plus
• Experience with iPhones/Apple technology preferred
• Experience with VoIP devices is highly preferred
• Professional written and oral communication skills – client-facing
• Ability to present to customers via video software (i.e. Zoom) - must be comfortable being on video calls with clients
• Mac and PC proficiency 
• Prior experience working with ticketing systems
• Familiarity with hardware troubleshooting
• Must be resourceful and able to take initiative in a dynamic environment
• Strong analytical and problem-solving skills
• Professional customer service skills
• Bilingual (English & Spanish) a plus

About Premier Wireless Business Technology Solutions:

Since 1993 Premier Wireless has been a trusted technology advisor, providing innovative solutions and white-glove support for education, healthcare, government, hospitality, enterprise and SMB companies across the country. Today, with over 1 million devices sold, Premier Wireless is a strategic partner in addressing the digital divide, improving communication, embracing technology and enhancing safety. Premier’s most recent developments include SmartTemp, Smart Hotspot, RhinoWare Smart Door Barricade, and ConnectEd Bus—innovative solutions that illustrate our commitment to harnessing available technologies to solve today’s challenges.