Mobile Device Technology Specialist

Mobile Device Technology Specialist

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit to learn more. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. The Mobile Device Technology Specialist will provide technical assistance to agencies, with a focus on various mobile and wireless initiatives; the candidate must have technical knowledge of mobile technologies such as Mobile Device Management (MDM) and equipment's such as IOS and Android, as well as the ability to troubleshoot various issues. The successful candidate will provide designated agency mobile coordinators with information pertaining to equipment, service pricing and availability and will work with various account team members to complete orders. Responsibilities will include:

• Provide support on daily ServiceNow incidents/requests and work closely with the various carrier account teams and wireless personnel on customer service issues that may arise; ensure all urgent incidents and requests are prioritized and addressed in a timely manner.
• Work closely w/OTI's Cost Recovery Group (CRG) for mobile order approvals.
• Liaise with City agencies on requests/incidents resolution for various carrier services; recommend the appropriate action in response to agency mobile requests, including activation of new service, cancellation of existing service, choice of carrier, number porting, change of service type or rate plan, or change of equipment type.
• Provide user-level technical support and troubleshooting communications issues; follow-up with the appropriate vendors and carriers on orders placed for new equipment.
• Liaise with internal OTI divisions concerning new service and equipment costs and determine proper user financial responsibilities.
• Perform inventory control functions (inventory control functions may require the candidate to carry boxes of mobile equipment to and from the mobile stock room; these boxes should not exceed 50 pounds), update vendor management system with accurate data.
• Assist customers w/various device configurations; activate and program a wide range of mobile devices, including cellular phones, smartphones both android & IOS, mobile PC cards, & MiFi's; submit corrections to carriers; prepare written communications concerning technical issues.
• Perform Mobile Device Management (MDM) tasks such as device provisioning, deployment of base profiles and policies.
• Working with agency MDM admins ensuring devices are successfully enrolled.
• Perform related tasks, special projects and initiatives as assigned.

HOURS/SHIFT Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION Brooklyn, NY