AddressTelstra Enterprise WA Partner Award for the 4th consecutive year.
Connectiv is a Telstra Enterprise Partner, based in Osborne Park, with an excellent industry reputation and a goal of making the complex simple and provide the best services and solutions to our customers.
Connectiv fosters a company culture where everyone is willing to assist each other, and knowledge is always shared. Staff are supported and developed with training, courses, and coaching.
About the role
We are currently seeking a full-time candidate to join our Mobile Device Management (MDM) Service Desk team. This role reports to the Service Delivery Manager and is responsible for device (iOS and Android) troubleshooting and providing outstanding customer service experience.
The main duties of the role include administering the Service Desk ticketing system and collaborating with other departments to best support customers’ needs. This role covers a variety of tasks, from staging devices and first line remote technical support to administering the enterprise mobility management systems.
Our ideal team member will be passionate about customer service and have an interest in developing their knowledge of mobile devices. They will have good communication skills, attention to detail, and have a problem-solving mindset. The ideal candidate will have an interest to learn more about the mobility industry and MDM platforms, like VMWare Workspace ONE and/or Microsoft Intune and have experience in working within a ticketing environment.
Key Responsibilities
- Provide MDM support to customer’s ICT teams remotely via ticketing system.
- Liaise directly with customers and their representatives, building trust and dependability into the business relationship.
- Respond to customer ticket requests within SLA terms.
- Staging devices.
- Manage modification and change requests to the customer’s MDM environment.
- Provide end-user guidance in troubleshooting device issues (iOS and Android).
- Manage and renewal of MDM related licenses for Managed MDM customers.
- Escalation of tickets and collaborate with the engineering team when appropriate.
- Liaise with third party service providers (VMware, AirWatch) to effectively resolve customer requests or challenges.
- Liaise with third party service providers to effectively resolve customer mobile device repair requests.
- Create and maintain MDM Service Desk processes and procedures.
- Create ad-hoc customer reports.
The ideal candidate will have
- Excellent interpersonal and communication skills with a human centred focus.
- Provide the highest level of customer service.
- Knowledge of VMWare Workspace ONE and Microsoft Intune.
- Knowledge of Apple Business Manager and Samsung Knox
- Prior experience with mobile device troubleshooting and repairs would be advantageous.
- Great attention to detail, excellent analytical and problem-solving abilities
- Passion to learn and challenge yourself.
- Ability to meet deadlines and manage priorities with enthusiasm, energy and a “Can do” attitude!
- A valid driver's license is a requirement of the role.
What we can offer you
- Permanent, full-time position based in Osborne Park, with parking available on site and within walking distance to the Glendalough train station.
- A flexible working environment where we take pride in our core values of caring, problem solvers, experienced, adaptive and trusted.
- Joining a fun, positive and supportive team.
- Further training opportunities
- Company focus on individual self-development.
- Regular company and team social events
If this sounds like you, we would love to hear from you!
How to Apply:
If you believe you are well suited for the role, and would like to join our team, apply with your resumé and a cover letter outlining why you are the best fit for Connectiv.
Connectiv is committed to promoting equity and ensuring a work environment that embraces and appreciates diversity and inclusion. As an employer, we are dedicated to cultivating a diverse and inclusive workplace where all individuals can thrive. We strongly believe in empowering our team members to harness their creativity, authenticity and innovative thinking, to be the champions of change now and into the future.
