{"id":30638,"date":"2025-07-16T13:03:25","date_gmt":"2025-07-16T13:03:25","guid":{"rendered":"https:\/\/premiernx.com\/?page_id=30638"},"modified":"2025-09-11T16:24:35","modified_gmt":"2025-09-11T16:24:35","slug":"mdm-helpdesk-support-agent","status":"publish","type":"page","link":"https:\/\/premiernx.com\/uk\/careers\/philippine\/mdm-helpdesk-support-agent\/","title":{"rendered":"MDM Helpdesk Support Agent"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-background-position:right center;--awb-background-blend-mode:overlay;--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:10px;--awb-padding-bottom:10px;--awb-padding-top-medium:10vh;--awb-padding-bottom-medium:10vh;--awb-padding-top-small:0px;--awb-padding-bottom-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-justify-content-center fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-div\" style=\"--awb-text-color:#000000;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:10px;--awb-margin-left-small:0px;--awb-font-size:17px;\"><div class=\"fusion-title-heading title-heading-left title-heading-tag fusion-responsive-typography-calculated\" style=\"font-family:&quot;Montserrat&quot;;font-style:normal;font-weight:500;margin:0;font-size:1em;--fontSize:17;--minFontSize:17;line-height:1.6;\"><a href=\"https:\/\/premiernx.com\/uk\/careers\/philippine\/\" class=\"service_link\">Philippines<\/a> &gt; MDM Helpdesk Support Agent<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:8vh;--awb-padding-bottom:8vh;--awb-background-color:#151467;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"--awb-bg-size:cover;--awb-margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-column-wrapper-legacy\"><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);--awb-margin-top:0px;--awb-margin-bottom:0px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:10px;--awb-margin-left-small:0px;--awb-font-size:50px;\"><h1 class=\"fusion-title-heading title-heading-center fusion-responsive-typography-calculated\" style=\"font-family:&quot;Montserrat&quot;;font-style:normal;font-weight:700;margin:0;font-size:1em;--fontSize:50;line-height:1.2;\">MDM Helpdesk Support Agent<\/h1><\/div><div class=\"fusion-button-wrapper fusion-aligncenter\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--awb-padding-top:15px;--awb-padding-right:30px;--awb-padding-bottom:15px;--awb-padding-left:30px;--button_accent_color:var(--awb-color1);--button_border_color:var(--awb-custom_color_2);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button_border_width-top:1px;--button_border_width-right:1px;--button_border_width-bottom:1px;--button_border_width-left:1px;--button_gradient_top_color:#e36900;--button_gradient_bottom_color:#e36900;--button_gradient_top_color_hover:#0e1263;--button_gradient_bottom_color_hover:#0e1263;--button_font_size:18px;--button_typography-font-family:&quot;Montserrat&quot;;--button_typography-font-style:normal;--button_typography-font-weight:500;\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/forms.office.com\/pages\/responsepage.aspx?id=XhrGe3vyE0C3vEHbVr1xDObvxbNUUWlOlGUK9o41batUQjFROERGN0ZWNjc5QUUyU1gwNTJUVDBPNiQlQCN0PWcu&amp;route=shorturl\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Apply Now<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-margin-top:40px;--awb-margin-bottom:40px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1 job-details\"><p>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. <\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two heading-size-mob\" style=\"--awb-text-color:var(--awb-custom_color_1);--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;--awb-margin-top-medium:0px;--awb-margin-bottom-medium:20px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;letter-spacing:var(--awb-typography2-letter-spacing);text-transform:var(--awb-typography2-text-transform);--fontSize:42;line-height:1.2;\">Key Responsibilities<\/h2><\/div><div class=\"fusion-text fusion-text-2 job-details\"><ul>\n<li>Provide Level 1 support for mobile device and MDM-related issues including provisioning, enrollment, configuration, and connectivity.<\/li>\n<li>Utilize tools like SOTI MobiControl, Salesforce, JIRA, and internal systems to manage, update, and resolve support tickets.<\/li>\n<li>Troubleshoot login issues, remote management errors, and network\/WiFi configuration problems for various mobile platforms (iOS, Android, rugged devices).<\/li>\n<li>Perform initial triage on tickets, escalate to Level 2\/3 or TAC teams as needed, and ensure timely follow-up.<\/li>\n<li>Support various customer accounts, including Lanter, Ahold, Quikrete, and FedEx, adjusting workflow to each client&#8217;s SOPs.<\/li>\n<li>Maintain communication and documentation accuracy on ticket notes and escalation paths.<\/li>\n<li>Handle NetSuite SO tickets triage process via JIRA following assigned rotation schedules.<\/li>\n<li>Collaborate with trainers and SMEs to provide feedback on training and process gaps (e.g., TAC process, FedEx troubleshooting).<\/li>\n<li>Monitor device health dashboards and manage system alerts through designated tools.<\/li>\n<li>Participate in QA reviews, performance calibration, and continuous improvement initiatives.<\/li>\n<\/ul>\n<\/div><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-two heading-size-mob\" style=\"--awb-text-color:var(--awb-custom_color_1);--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;--awb-margin-top-medium:0px;--awb-margin-bottom-medium:20px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;letter-spacing:var(--awb-typography2-letter-spacing);text-transform:var(--awb-typography2-text-transform);--fontSize:42;line-height:1.2;\">Required Skills &amp; Qualifications<\/h2><\/div><div class=\"fusion-text fusion-text-3 job-details\"><ul>\n<li>1+ year experience in an IT Helpdesk or MDM Support environment.<\/li>\n<li>Familiarity with MDM platforms (especially SOTI MobiControl) and enterprise device management protocols.<\/li>\n<li>Working knowledge of Salesforce and JIRA or similar CRM\/ticketing platforms.<\/li>\n<li>Basic networking knowledge (e.g., WiFi, VPN, mobile data configurations).<\/li>\n<li>Excellent communication and documentation skills.<\/li>\n<li>Ability to multitask and handle multiple ticket queues across varied clients and platforms.<\/li>\n<li>Strong attention to detail and ability to work independently or with minimal supervision.<\/li>\n<li>Willingness to work flexible schedules, including weekends or overnights, if required.<\/li>\n<\/ul>\n<\/div><div class=\"fusion-title title fusion-title-5 fusion-sep-none fusion-title-text fusion-title-size-two heading-size-mob\" style=\"--awb-text-color:var(--awb-custom_color_1);--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;--awb-margin-top-medium:0px;--awb-margin-bottom-medium:20px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;letter-spacing:var(--awb-typography2-letter-spacing);text-transform:var(--awb-typography2-text-transform);--fontSize:42;line-height:1.2;\">Preferred Qualifications<\/h2><\/div><div class=\"fusion-text fusion-text-4 job-details\"><ul>\n<li>Experience supporting rugged enterprise devices (e.g., Zebra, Honeywell).<\/li>\n<li>Familiarity with NetSuite or other ERP systems.<\/li>\n<li>Experience in triaging or QA of helpdesk tickets.<\/li>\n<li>Exposure to logistics, warehousing, or retail tech environments.<\/li>\n<\/ul>\n<\/div><div class=\"fusion-title title fusion-title-6 fusion-sep-none fusion-title-text fusion-title-size-two heading-size-mob\" style=\"--awb-text-color:var(--awb-custom_color_1);--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;--awb-margin-top-medium:0px;--awb-margin-bottom-medium:20px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;letter-spacing:var(--awb-typography2-letter-spacing);text-transform:var(--awb-typography2-text-transform);--fontSize:42;line-height:1.2;\">Performance Metrics May Include<\/h2><\/div><div class=\"fusion-text fusion-text-5 job-details\"><ul>\n<li>Ticket resolution time and accuracy<\/li>\n<li>QA score and survey ratings<\/li>\n<li>Participation in escalation, triage, or BoxTime support<\/li>\n<li>Adherence to break\/lunch schedules<\/li>\n<li>Contribution to documentation updates or training feedback<\/li>\n<\/ul>\n<\/div><div class=\"fusion-text fusion-text-6 job-details\"><p><strong>Location<\/strong>: Full Time Remote<br \/>\n<strong>Shift Schedule<\/strong>: Flexible (Day\/Night\/Weekend shifts based on account support needs)<\/p>\n<\/div><div style=\"text-align:left;\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--awb-padding-top:12px;--awb-padding-right:25px;--awb-padding-bottom:12px;--awb-padding-left:25px;--button_accent_color:var(--awb-color1);--button_border_color:var(--awb-custom_color_2);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button_border_width-top:1px;--button_border_width-right:1px;--button_border_width-bottom:1px;--button_border_width-left:1px;--button_gradient_top_color:#e36900;--button_gradient_bottom_color:#e36900;--button_gradient_top_color_hover:#0e1263;--button_gradient_bottom_color_hover:#0e1263;--button_font_size:18px;--button_typography-font-family:&quot;Montserrat&quot;;--button_typography-font-style:normal;--button_typography-font-weight:500;\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/forms.office.com\/pages\/responsepage.aspx?id=XhrGe3vyE0C3vEHbVr1xDObvxbNUUWlOlGUK9o41batUQjFROERGN0ZWNjc5QUUyU1gwNTJUVDBPNiQlQCN0PWcu&amp;route=shorturl\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Apply Now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:30px;--awb-padding-right:30px;--awb-padding-bottom:30px;--awb-padding-left:30px;--awb-overflow:hidden;--awb-bg-color:var(--awb-color4);--awb-bg-color-hover:var(--awb-color4);--awb-bg-size:cover;--awb-border-radius:12px 12px 12px 12px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-text fusion-text-7\" style=\"--awb-font-size:26px;--awb-line-height:40px;--awb-text-color:var(--awb-custom13);\"><p style=\"text-align: center;\">Interested candidates are encouraged to submit their resumes to<strong> <a href=\"mailto:ph-recruitment@premiernx.com\"><strong>ph-recruitment@premiernx.com<\/strong> <\/a> <\/strong> with the Job Title in the subject line.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":5666,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-30638","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>MDM Helpdesk Support Agent - Premier NX<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"MDM Helpdesk Support Agent - 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