IT Technical Support

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. Responsibilities Provide comprehensive technical support for IT and mobile products, specializing in the Company’s product suite, including Android Enterprise, Company’s Asset Intelligence, Company’s Authentication Manager, among others.

Payrate: $28.00 - $28.02/hr.
 
Summary
We are seeking a dedicated professional to provide comprehensive technical support for IT and mobile products, specializing in the Company’s product suite. The role involves diagnosing and resolving complex technical issues, delivering multi-channel support, and maintaining end-to-end ownership of all assigned cases.
 
Responsibilities

• Provide comprehensive technical support for IT and mobile products, specializing in the Company’s product suite, including Android Enterprise, Company’s Asset Intelligence, Company’s Authentication Manager, among others.
• Provide hardware support for Windows PCs and Chromebooks.
• Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
• Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.
• Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.
• Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.
• Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.
• Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.
• Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.
• Serve as the primary interface between enterprise customers and internal technical teams.
• Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.
• Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.

 
Qualifications

• High School diploma. Associate Technical degree preferred.
• 2 years of technical support experience is required.
• Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred.

 
Skills

• Knowledge and experience with MDMs/EMMs such as Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune.
• Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
• Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
• Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).
• Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).
• Understanding of emerging technologies, standards, and best practices for mobile development.
• Thorough knowledge and experience in different mobile development platforms including Blackberry, iOS, Android, etc.
• Strong analytical, problem-solving, and technical skills with high attention to detail and the ability to understand complex workflow systems.
• Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
• Understanding of basic mobile email message flow.
• Must be comfortable working in stressful situations and navigating the organization effectively.
• Strong written, verbal, and written communication skills.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $28.00 - $28.02/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
 
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting

privacy@aditiconsulting.com

.
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy .
 
#AditiConsulting
# 26 - 06010