Tech Support - Routers & Mobile Devices (MDM)

Premier Wireless Business Technology Solutions (PWBTS), an industry leader in the public sector technology solutions is seeking a Technical Support Specialist to join our team!

Location: In-office at 9555 W Sam Houston Pkwy S Suite 550, Houston, TX 77099

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

Salary:

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

Premier Offers Awesome 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

Tech Support Job Summary:

Premier is seeking either one or two hires that is familiar with MDM (mobile device) and/or wireless router technology. 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. 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.

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
• Develop training materials and provide training to end-users on MDM/router best practices
• Maintain documentation related to MDM/router processes and policies
• Collaborate with business units to understand their data needs and requirements for implementation and deployment
• Implement data security measures to protect sensitive data

Tech Support Required Qualifications:

• 2+ years’ experience in technical hardware repair for:
  • implementing and managing wireless routers and modems
  • AND/OR implementing and managing mobile device management/MDMs (Workspace One, InTune, Jamf Pro. Etc.)
• 2+ years’ experience with managing MacOS and PC’s, WAN/LAN, cloud platforms and mobile devices (phones, laptops, etc.)
• Prior experience working with ticketing systems
• Must have proficiency in using Microsoft Suite and Google Workspace
• Must have experience troubleshooting for the above devices/tech with customer interaction
• Ability to present to customers via video software (i.e. Zoom) - must be comfortable being on video calls with clients
• Mac and PC proficiency 
• Must be resourceful and able to take initiative in a dynamic environment
• Strong analytical and problem-solving skills
• Professional written and oral communication skills – will be client-facing

Tech Support Preferred Qualifications:

• Experience working with Technology/Telecommunications VARs (Value Added Resellers) and MSPs (Managed Service Providers)
• Experience working with network operations center (NOC)
• Experience with iPhones/Apple technology 
• Experience with VoIP devices
• Bilingual (English & Spanish)

About Premier Wireless Business Technology Solutions:

For nearly 30 years, 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 CPR3 (custom-built hand-held, body-worn computer) and ConnectED Bus (WiFi on school buses)—innovative solutions that illustrate our commitment to harnessing available technologies to solve today’s challenges.

Premier Wireless satisfies diversity requirements as a certified WBE, SBE and EDWOSB; is a named partner on Sprint’s DIR TSO-3432 contract; and maintains a national purchasing contract with Choice Partners, making life easy for our many public sector customers.

Diversity and Inclusion Statement: 

At Premier Wireless Business Technology Solutions (PWBTS), we are dedicated to creating a workplace that values diversity and fosters inclusion. We strongly encourage applications from candidates of all backgrounds, including Veterans, who bring unique perspectives and experiences to our team. Our commitment to equal employment opportunity aligns with our goal of building a workforce that reflects the diverse communities we serve. Join us in our mission to provide innovative solutions and exceptional service by submitting your application today.

We are proud to be an equal-opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.