MDM Helpdesk Support Agent

Premier NX is a global leader specializing in BPO, KPO, ITO, and consultative services across various industries. With deep expertise in Customer Experience (CX), Digital Transformation (DX), and IT Operations, our Technology Practice delivers innovative solutions that create significant business value. We are currently seeking an MDM Helpdesk Support Agent to provide technical assistance and troubleshoot mobile device management issues for end-users and internal teams across multiple client accounts.

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

Required Qualifications:
- Minimum of 1 year experience in IT Helpdesk or MDM support roles.
- Proficiency with MDM platforms, especially SOTI MobiControl, and enterprise device management protocols.
- Working knowledge of Salesforce, JIRA, or similar CRM and ticketing systems.
- Basic understanding of networking concepts such as WiFi, VPN, and mobile data configurations.
- Strong communication and documentation skills.
- Ability to multitask and manage multiple ticket queues across diverse clients and platforms.
- High attention to detail with the capability to work independently or with minimal supervision.
- Flexibility to work varied schedules, including weekends or overnight shifts if required.

Preferred Qualifications and Benefits:
- Experience supporting rugged enterprise devices like Zebra or Honeywell.
- 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 may include: ticket resolution time and accuracy, QA scores and customer survey ratings, participation in escalations and triage support, adherence to scheduled breaks, and contributions to documentation or training improvements.

What We Offer:
- Competitive salary aligned with market standards.
- Opportunities for career advancement and professional growth.
- Comprehensive learning and development programs, including on-the-job training.
- Medical coverage (In-Patient Department).
- Life insurance benefits.
- Paid leave options including annual, casual, sick, marriage, maternity, paternity, Hajj, and bereavement leaves.
- Provident Fund and Employee Old Age Benefits (EOBI).
- Employee engagement and wellness initiatives.

This position operates on an EST hybrid shift basis and is located at NASTP, Cantt, Lahore.