Tier 2 Service Desk Support

Job Description

Job Description

Do you want to join our industry-leading team to help clients maximize their investment in modern work and security technologies?

Are you a technical professional looking for your next chapter and have a solid understanding of Microsoft 365, Intune, Entra and Defender?

Do you want to be part of an international team and collaborate with cross-functional teams to resolve technical issues and provide strategic solutions?

Overview of Mobile Mentor

Mobile Mentor is an award-winning IT service company. Our goal is to empower the modern hybrid worker to be more secure and more productive by using Microsoft technology. Millions of companies are embracing hybrid work, and they need our help to secure all their devices, and to support their employees to be productive, wherever they work.

Mobile Mentor was awarded Microsoft’s Global Partner of the Year for our work in deploying endpoint solutions. We are a global leader in the endpoint ecosystem - securing all devices, apps and data.

We are a Microsoft Elite partner with multiple certifications. Our engineering team is also certified by Apple, Google, CyberArk, VMware and MobileIron. We have an exciting portfolio of services for the modern workforce, and we have a proven growth strategy that is based on a Go-To-Market partnership with Microsoft and other exciting partners. Watch this interview to learn more about our partnership journey with Microsoft: -hv1mo

As a Microsoft Elite partner, we have an exciting portfolio of services for the modern workforce, and we have a proven growth strategy that is based on a Go-To-Market partnership with Microsoft. We have operations in the USA, Australia and New Zealand, and we operate as one global team serving our customers remotely across geographies and time zones.

THE ROLE:

• Provide technical support for Windows 10 & 11, iOS, iPadOS, macOS, and Android endpoints, ensuring efficient troubleshooting and problem resolution.
• Administer and support the Microsoft 365 ecosystem, including expertise in Intune for device management, Entra ID for secure identity management, MFA to ensure user verification, and Conditional Access policies to protect data.
• Utilize extensive experience with Microsoft 365 tools, especially Teams, to support and enhance collaboration across the organization.
• Manage and respond to issues related to security tools and services, including antivirus software, Microsoft Defender, Lookout, and conducting security awareness training to mitigate risks.
• Apply ITIL framework best practices in process management to improve service delivery and operational efficiency.
• Deliver exceptional customer service, resolving Tier 2 level issues with a focus on minimizing downtime and enhancing user satisfaction.
• Engage directly with customers and third-party support organizations to resolve complex service issues.
• Conduct thorough testing on customer devices to ensure functionality and security standards are met before deployment.
• Facilitate the seamless handover of projects into business-as-usual (BAU) operations to ensure continuous customer success and service reliability.

Required Skills and Experience

• Minimum of 2 years experience in supporting a range of operating systems including Windows 10 & 11, iOS, iPadOS, macOS, and Android, with a strong focus on Microsoft Intune mobile device management.
• In-depth knowledge of the Microsoft 365 suite with proven capability in managing and troubleshooting Intune and other Microsoft security and management tools.
• Proven track record of working with security protocols, tools, and practices to safeguard organizational assets.
• Familiarity with ITIL processes, preferably with certification, and a demonstrated ability to apply ITIL principles to real-world service management challenges.
• Outstanding written and oral communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
• Demonstrated operational experience in a service desk environment, with a commitment to providing superior customer service.
• Experience in network basics, including troubleshooting connectivity issues, understanding IP addressing, and supporting Wi-Fi configurations.
• Proactive approach to continuous improvement, keeping up-to-date with the latest industry trends and technologies.
• Exceptional documentation skills with meticulous attention to detail in timekeeping.
• Proficient in using industry-standard ticketing solutions such as Autotask PSA and ConnectWise to efficiently manage and resolve issues and remote support tools like Datto RMM enhancing the speed and effectiveness of service delivery.
• Ability to submit accurate and on-time weekly timesheets, ensuring efficient tracking of hours worked as well as precise calculation of service costs per client.

Desirable Qualifications

• Certifications in Microsoft 365, Google Foundational, CompTIA A+ and Network+ are highly regarded.
• Strong problem-solving skills and the ability to manage time effectively under pressure.

Interpersonal Skills

• Ability to work autonomously, demonstrating a high degree of initiative and reliability.
• Quick learner with a strong ability to adapt to new product updates and changes seamlessly.
• Demonstrated history of delivering superior customer service and achieving satisfaction goals.