Job Expectations: Mobility (iOS, Android)

Responsibilities and Duties:

• Provide nationwide second level end user and on-site/remote support for IOS and Android.

• Place orders for new phone activations and upgrades.

• Recycle/reassign, decommission, and dispose of customer owner assets as per the customer defined process.

• Setup and deployment of new mobile devices for new hires and existing users.

• Perform mobile device management through VMware Workspace ONE admin and Intune sites including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.

• Maintain inventory of corporate devices and accessories.

• Package and ship out devices to remote locations.

• Maintain inventory of corporate devices.

• Provide on-site hardware and software upgrades/rollouts as directed.

• Manage escalations.

• Provide emergency on-site support Services including evenings and weekends, as requested.

• Provide executive support (“White Glove”) after hours to users that are at the VP level or above for mobile devices.

• Provide off-hour support to remote/offshore users as required.

• Train or provide guidance to end-users on how to create tickets on the Service Now system.

• Escort all vendors as requested and directed by the customer.

• Participate in the walk-up service (via ITHUB) for users who need immediate assistance with mobility issues as required.

• Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.

Qualifications:

• Post graduate degree in relevant Technology field

• Minimum 3 - 5 years of experience in repairing mobile devices.

• Previous experience providing Deskside services.

• Excellent customer service skills

• A+ Certification preferred

• ITIL Certification preferred

• Not required, French speaking/writing is a plus

Bona Fide Occupational Qualification:

• Must always be available onsite during the scheduled business hours.

• Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.

• Must be prepared to travel.

• Must be prepared for after-hours work.