MDM Helpdesk Support Agent

About the role

The MDM Helpdesk Support Agent provides first‑line technical assistance for mobile device management issues across multiple client accounts. The role involves using platforms such as SOTI MobiControl, Salesforce and JIRA while adhering to service level agreements and escalation procedures.

Key responsibilities

• Deliver Level 1 support for device provisioning, enrollment, configuration and connectivity issues on iOS, Android and rugged devices.
• Manage and resolve tickets using SOTI MobiControl, Salesforce, JIRA and internal ticketing tools, escalating to Level 2/3 or TAC teams when required.
• Support client‑specific SOPs for accounts like Lanter, Ahold, Quikrete and FedEx, and maintain accurate ticket documentation.
• Monitor device health dashboards, handle system alerts and participate in QA reviews and continuous‑improvement initiatives.

Required profile

• Minimum 1 year experience in an IT Helpdesk or MDM support environment.
• Familiarity with enterprise device management protocols and basic networking concepts (WiFi, VPN, mobile data).
• Strong communication, documentation skills and ability to multitask across multiple client queues.

Required skills

• SOTI MobiControl
• Salesforce
• JIRA (or similar ticketing platforms)
• Basic networking knowledge (WiFi, VPN, mobile data configurations)

What we offer

• Market‑competitive salary and career growth opportunities.
• Learning & development programs, on‑the‑job training.
• Medical coverage, life insurance, paid leaves and provident fund.
• Employee engagement and wellness initiatives.