Federal - Mobility Engineer Support Specialist

Organization: Accenture Federal Services

Location: Greenbelt, MD

                                      

Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

The Mobility Engineer Support Specialist performs the following duties at the customer site:

  • Assists with recommending, implementing and documenting new hardware/software solutions that improve the associate mobile experience. This includes identifying, recommending and documenting changes to existing policies/procedures or assisting with the creation of new policies or procedures to improve the overall customer experience. 
  • Works closely other Mobile Support associates on new and existing policies/procedures and solutions.
  • Performs ‘Root Cause Analysis’ for trends that have been identified on Mobile Systems or with issues that cannot be resolved through existing or documented processes or procedures.
  • Researches and recommends solutions based on findings and assists with implementation.
  • Provides level III support for mobile devices. 
  • Apply diagnostic techniques to identify, investigate cause, and resolve support issues from end user’s (device hardware, software, and connectivity issues).
  • Resolves help desk tickets escalated from Level 1 Help Desk.
  • Engages necessary support resources, both internal and external to understand and correct issues.
  • Experience working with Mobile Device Management software such as Maas360 and Airwatch.
  • Strong familiarity and experience testing, configuring, and implementing various mobile solutions into existing Mobile Device Management environment.
  • Support mobile software and configuration updates.
  • Have an in depth knowledge of various mobile technologies and operating systems (iOS, Android, Windows).
  • Have an in depth knowledge and experience in Mobile device configuration, app installations and troubleshooting.
  • Research and document mobile app functions, device information, and Mobile Device Management solutions.
  • Support IT during high severity operational incidents.

 

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