2nd Line Technical Analyst

Working within the Technical Services department, you will be providing technical expertise & support to our customers.

You will focus on supporting the business - Support Desk, Sales, and Projects teams with new and existing customer software/device implementations. You will also support our existing customer base with their technical requests & implementations and manage any problems through to resolution.

The role is not standard IT Support and is geared towards our bespoke software, Android device management and MDM configurations.

This role requires high attention to detail, and in a very fast paced environment.

Role Summary:

• Setting up and configuring new MDM instances
• Owning & managing major incidents/technical issues
• Managing incidents & technical service requests through to resolution
• Chase suppliers and 3rd parties for resolution on issues, keeping up momentum.
• Provide 2nd line Support to the Service Desk for our solutions (full training provided).
• Provide technical support to the Sales team.
• Manage and maintain Mobile Device Management Software such as SOTI / 42Gears.
• Plan, test & deploy OS Security Patches / OS Upgrades / MDM Updates
• Provide training to the business on solutions / external clients as and when required.
• Maintain documentation such as builds, staging, knowledge base to a high standard.
• Incident Management on complex issues
• Participate in an on-call rota (additional payment provided)
• Occasional customer visits

Do you have a valid Driving License license?, Do you have experience in Mobile device management?, Must Have

• Technical experience with Mobile Device Management (MDM) software such as SOTI / 42Gears / InTune / AirWatch / Workspace One (including setting up full environments with custom configurations and deployments)
• Strong technical background
• Advanced Android Experience in an Enterprise environment
• Basic network understanding - IP's, Firewalls etc
• Have working technical knowledge with API's, WiFi, Bluetooth & Mobile Networks
• Experience with requirements gathering / documentation.
• Incident Management experience
• Ability to work in a fast-paced environment and meet/manage deadlines.
• Self-starter with the ability to lead change & drive forward.
• Decision making skills.
• Organisational and time management skills
• Full driver's license as some site visits may be required.

Desirable but not essential

• Experience using mobile scanners and printers such as Zebra, Datalogic or Honeywell
• Android Zero Touch
• Retail Industry knowledge or experience
• Data analysis experience

Job Types: Full-time, Permanent

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Private medical insurance
• Sick pay