Job description:

Job Description: Mobile Device Support Position OverviewWe are seeking a dedicated and skilled individual to join our team as a Mobile Device Support Technician for Level 2 (L2) support. The ideal candidate will be responsible for providing technical assistance and support for mobile devices, ensuring a seamless experience for users.Key Responsibilities Respond to user inquiries and issues related to mobile devices via phone, email, or ticketing system. Perform initial troubleshooting and diagnostics to identify and resolve basic hardware and software problems. Assist users with setting up and configuring mobile devices, including smartphones and tablets. Provide guidance on using mobile applications and features effectively. Escalate complex issues to Level 2 support when necessary. Handle escalated issues from Level 1 support, performing in-depth troubleshooting and diagnosis. Resolve advanced hardware and software issues for mobile devices. Collaborate with vendors and service providers to address device-related problems and ensure timely resolution. Maintain documentation of issues, solutions, and best practices for future reference. Provide training and support to Level 1 technicians as needed. Ensure compliance with company policies and security standards related to mobile devices.Qualifications Proven experience in technical support, preferably in mobile device support roles. Strong knowledge of mobile operating systems (iOS, Android) and mobile device management (MDM) solutions. Excellent troubleshooting and problem-solving skills. Strong communication skills, both written and verbal. Ability to work independently and as part of a team. Customer-focused mindset with a commitment to delivering high-quality support. Relevant certifications (e.g., CompTIA Mobility+, Apple Certified iOS Technician) are a plus.Working Conditions Full-time position with standard business hours. No remote working.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases