MDM Helpdesk Support Agent

The MDM Helpdesk Support Agent is responsible for providing technical support and troubleshooting for mobile device management systems across multiple client accounts. This role involves assisting end-users and internal teams with issues related to provisioning, enrollment, configuration, and connectivity of mobile devices. The agent will utilize platforms such as SOTI MobiControl, Salesforce, JIRA, and other internal ticketing tools to manage and resolve support requests while ensuring compliance with service level agreements and escalation procedures. The position requires adaptability to different client workflows and a commitment to maintaining clear communication and accurate documentation.

Key Responsibilities

- Deliver Level 1 support for mobile device and MDM-related issues, including device provisioning, enrollment, configuration, and connectivity troubleshooting.
- Use tools like SOTI MobiControl, Salesforce, JIRA, and internal systems to manage, update, and resolve support tickets efficiently.
- Troubleshoot login problems, remote management errors, and network/WiFi configuration issues across various mobile platforms such as iOS, Android, and rugged devices.
- Perform initial ticket triage, escalate complex issues to Level 2/3 or Technical Assistance Center (TAC) teams, and ensure timely follow-up on escalated cases.
- Support multiple customer accounts including Lanter, Ahold, Quikrete, and FedEx, adapting to each client’s standard operating procedures.
- Maintain clear and accurate communication through detailed ticket notes and proper escalation paths.
- Manage the NetSuite Sales Order (SO) ticket triage process via JIRA, following assigned rotation schedules.
- Collaborate with trainers and subject matter experts to provide feedback on training materials and identify process improvement opportunities.
- Monitor device health dashboards and respond to system alerts using designated monitoring tools.
- Participate in quality assurance reviews, performance calibration sessions, and continuous improvement initiatives.

Required Qualifications

- Minimum of 1 year experience in an IT Helpdesk or Mobile Device Management (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 clarity and accuracy in support interactions.
- Ability to multitask and manage multiple ticket queues across different clients and platforms effectively.
- High attention to detail and the ability to work independently with minimal supervision.
- Willingness to work flexible hours, including weekends or overnight shifts if required.

Preferred Qualifications and Benefits

Preferred candidates will have experience supporting rugged enterprise devices such as Zebra or Honeywell models. Familiarity with NetSuite or other ERP systems is advantageous. Experience in triaging or quality assurance of helpdesk tickets and exposure to logistics, warehousing, or retail technology environments will be considered a plus.

The role offers a market-competitive salary along with opportunities for career growth and professional development. Employees benefit from comprehensive learning and development programs, on-the-job training, and medical coverage including inpatient care. Additional benefits include life insurance, paid leaves (annual, casual, sick, marriage, maternity, paternity, Hajj, bereavement), provident fund contributions, Employee Old Age Benefits (EOBI), and various employee engagement and wellness initiatives.

Shift: EST Hybrid
Location: NASTP, Cantt, Lahore