Mobile Device Management - Technical Support Engineer III
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
At Progress we’re focused on maintaining a safe environment for our employees and our community. We incentivize and encourage our employees to be fully vaccinated.
The Mobile Device Administrator provides configuration and distribution of all mobile devices. This position is responsible for the execution of planned projects and reacting to unplanned incidents that occur on a daily basis, managing time appropriately to complete both types of tasks. Responsible for asset control, configuration, and distribution of all mobile devices. The position requires technical troubleshooting abilities and excellent customer service skills. Mobile devices include, but are not limited to, cell phones and tablets. This role is part of the Enterprise IT team that manages IT across the Pretium/Progress brand.
Essential Functions & Personality
Asset control of all mobile devices:
Track Assets using MDM solution
Work with Inventory Team to retrieve equipment post-employment
Keep asset tracking system up to date with accurate information
Reconcile active employee or vendor list with asset assignment list
Monitor activity as required in MDM solution to determine / identify devices that are idle beyond a reasonable time & inquire with supervision to validate resource is still employed
Build and deploy new mobile devices to keep up with demand
Work with device carriers & vendors to ensure rates and billing are correct
Develops and executes small to medium size project plans related to mobile devices
Responsible for asset inventory totaling over $1,000,000+
Provides critical feedback for hardware and software procurement related to mobile devices
Troubleshoot the end user’s issue and resolve upon first contact, when possible.
Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
Provide remote access/VPN support.
Provide "how to" assistance on all internally supported devices, applications, and systems.
Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
Build relationships with internal IT Infrastructure staff like Level 2 support technicians, Network Engineers and Application Support subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Works with Application Development teams in identifying major changes around the framework related to our proprietary applications
Build relationships with business partners across our company
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization
3+ years mobile device management experience (required)
3+ years IT work experience (required)
2+ years' experience in a customer service role (required)
Experience managing 1,500+ iOS devices (preferred)
Knowledge of these systems (preferred):
Issues/Incident tracking application
Remote Control software experience
Windows, Android and IOS troubleshooting
Mobile Device Management platforms (Workspace ONE, Maas 360, Intune, JAMF)
Apple Business Manager
Excellent customer service skills
Strong troubleshooting skills
Ability to learn new technology and applications
Solid written and verbal communication skills
Strong time management skills
Self-motivated professional able to work in a fast-paced and constantly changing environment
Must be able to lift 50lbs
Must be able to perform after-hours/on-call support when needed
Provide remote and on-site support to 21 locations and counting
May be required to travel up to 20%
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.