Mobile Associate Engineer

CVS Health is seeking a dedicated Mobile Operations Associate Engineer to join our team, focusing exclusively on resolving mobile device-related issues. This role involves assisting users with procuring devices, enrolling them into the Mobile Device Management (MDM) solution, and troubleshooting various mobile device problems.

Responsibilities:

• Provide third-level support for mobile device-related issues, including ordering, setup, and enrollment into MDM solutions
• Troubleshoot and resolve technical problems related to mobile devices (smart phones and tablets, iOS and Android)
• Assist users with device configuration, software updates, and connectivity issues
• Utilize the ServiceNow ticketing system to log, track, and manage support requests
• Reference and update knowledge base articles to ensure accurate and up-to-date information is available for users
• Communicate effectively with users to understand their issues and provide clear, concise remediation
• Collaborate with other Mobile team members to escalate and resolve complex issues
• Maintain a high level of customer satisfaction through professional and courteous interactions

Requirements:

• 1+ year Intune or similar Mobile Device Management (MDM) experience
• 2+ years in a customer-facing support role
• Associate's degree in Information Technology, Computer Science, or equivalent work experience
• Basic understanding of carrier portals and actions that can be taken within the portals
• Proven experience in a technical support role, preferably focused on mobile devices
• Proficiency in using the ServiceNow ticketing system
• Excellent problem-solving skills and attention to detail
• Ability to reference and utilize knowledge base articles effectively
• Strong communication skills, both written and verbal
• Ability to work independently and as part of a team
• Customer-focused with a commitment to providing high-quality support