Philippines > MDM Helpdesk Support Agent
The MDM Helpdesk Support Agent plays a vital role in supporting and troubleshooting issues related to mobile device management systems for end-users and internal teams across multiple accounts. The agent is expected to deliver exceptional technical support using platforms such as SOTI MobiControl, Salesforce, JIRA, and other internal ticketing tools, while adhering to established SLAs and escalation protocols.
Key Responsibilities
- Provide Level 1 support for mobile device and MDM-related issues including provisioning, enrollment, configuration, and connectivity.
- Utilize tools like SOTI MobiControl, Salesforce, JIRA, and internal systems to manage, update, and resolve support tickets.
- Troubleshoot login issues, remote management errors, and network/WiFi configuration problems for various mobile platforms (iOS, Android, rugged devices).
- Perform initial triage on tickets, escalate to Level 2/3 or TAC teams as needed, and ensure timely follow-up.
- Support various customer accounts, including Lanter, Ahold, Quikrete, and FedEx, adjusting workflow to each client’s SOPs.
- Maintain communication and documentation accuracy on ticket notes and escalation paths.
- Handle NetSuite SO tickets triage process via JIRA following assigned rotation schedules.
- Collaborate with trainers and SMEs to provide feedback on training and process gaps (e.g., TAC process, FedEx troubleshooting).
- Monitor device health dashboards and manage system alerts through designated tools.
- Participate in QA reviews, performance calibration, and continuous improvement initiatives.
Required Skills & Qualifications
- 1+ year experience in an IT Helpdesk or MDM Support environment.
- Familiarity with MDM platforms (especially SOTI MobiControl) and enterprise device management protocols.
- Working knowledge of Salesforce and JIRA or similar CRM/ticketing platforms.
- Basic networking knowledge (e.g., WiFi, VPN, mobile data configurations).
- Excellent communication and documentation skills.
- Ability to multitask and handle multiple ticket queues across varied clients and platforms.
- Strong attention to detail and ability to work independently or with minimal supervision.
- Willingness to work flexible schedules, including weekends or overnights, if required.
Preferred Qualifications
- Experience supporting rugged enterprise devices (e.g., Zebra, Honeywell).
- Familiarity with NetSuite or other ERP systems.
- Experience in triaging or QA of helpdesk tickets.
- Exposure to logistics, warehousing, or retail tech environments.
Performance Metrics May Include
- Ticket resolution time and accuracy
- QA score and survey ratings
- Participation in escalation, triage, or BoxTime support
- Adherence to break/lunch schedules
- Contribution to documentation updates or training feedback
Location: Full Time Remote
Shift Schedule: Flexible (Day/Night/Weekend shifts based on account support needs)
