MDM Helpdesk Support Agent

The MDM Helpdesk Support Agent is responsible for providing technical assistance and troubleshooting support related to mobile device management systems for end-users and internal teams across multiple client accounts. This role involves using platforms such as SOTI MobiControl, Salesforce, JIRA, and other internal ticketing tools to resolve issues efficiently while following established service level agreements (SLAs) and escalation procedures. The agent supports a variety of mobile platforms including iOS, Android, and rugged devices, ensuring smooth device provisioning, enrollment, configuration, and connectivity.

Key Responsibilities

Provide Level 1 support for mobile device and MDM-related issues, including provisioning, enrollment, configuration, and connectivity troubleshooting. Utilize tools like SOTI MobiControl, Salesforce, JIRA, and internal systems to manage, update, and resolve support tickets promptly. Troubleshoot login problems, remote management errors, and network or WiFi configuration issues across various mobile platforms. Perform initial triage on incoming tickets, escalating complex cases to Level 2/3 or Technical Assistance Center (TAC) teams as necessary, while ensuring timely follow-up and resolution. Support multiple customer accounts such as Lanter, Ahold, Quikrete, and FedEx, adapting workflows to each client’s standard operating procedures (SOPs). Maintain accurate communication and documentation within ticket notes and escalation paths. Manage the NetSuite sales order ticket triage process via JIRA according to assigned rotation schedules. Collaborate with trainers and subject matter experts (SMEs) to provide feedback on training materials and identify process gaps, including TAC procedures and FedEx troubleshooting. Monitor device health dashboards and respond to system alerts using designated tools. Participate in quality assurance (QA) reviews, performance calibration sessions, and continuous improvement initiatives to enhance service delivery.

Required Qualifications

Minimum of 1 year experience in an IT Helpdesk or MDM Support role. Proficiency with MDM platforms, particularly SOTI MobiControl, and a solid understanding of enterprise device management protocols. Working knowledge of Salesforce, JIRA, or similar CRM and ticketing platforms. Basic networking knowledge, including WiFi, VPN, and mobile data configurations. Strong communication and documentation skills to ensure clear and concise ticket handling. Ability to multitask effectively and manage multiple ticket queues across diverse clients and platforms. High attention to detail with the capacity to work independently or with minimal supervision. Flexibility to work varied schedules, including weekends or overnight shifts when required.

Preferred Qualifications

Experience supporting rugged enterprise devices such as Zebra or Honeywell models. Familiarity with NetSuite or other ERP systems. Background in triaging or quality assurance of helpdesk tickets. Exposure to logistics, warehousing, or retail technology environments.

Performance Metrics

Performance may be evaluated based on ticket resolution time and accuracy, QA scores and customer survey ratings, participation in escalation and triage processes, adherence to scheduled breaks and lunches, and contributions to documentation updates or training feedback.

Benefits

The role offers a market-competitive salary along with opportunities for career growth. Employees have access to learning and development programs and receive on-the-job training. Comprehensive medical coverage (inpatient department) and life insurance are provided. Paid leave options include annual, casual, sick, marriage, maternity, paternity, Hajj, and bereavement leaves. Additional benefits include provident fund contributions, Employee Old Age Benefits (EOBI), and various employee engagement and wellness initiatives.

Shift: EST Hybrid
Location: NASTP, Cantt, Lahore