EMM Intune-MDM (Mobile Device Management) - L2

Role Overview: As an EMM Intune-MDM (Mobile Device Management) - L2, your role is to resolve, maintain, and manage clients" software/hardware/network based on the service requests raised from the end-users as per the defined SLAs to ensure client satisfaction. Key Responsibilities: - Installation/Reinstallation of MDM components - Troubleshooting remotely MDM related errors escalated by L1 and other teams - Monitoring and analyzing the application logs - Supporting the DR Drills as and when required - Managing Policy Groups and administering consistent policies across devices - Analyzing and reporting critical device information - Creating and maintaining SSP for Client end users - Implementing policies post approval in MDM - System Backup management - Ability to empathize, pacify, and handle irate customers with exceptional communication skills - Troubleshooting Windows, Onsite Requirement, Experience in Airwatch MDM security skill set - Knowledge of APK and Android application configuration and remote management using Airwatch and security controls - Answering incoming calls and responding to customer's emails in a timely manner - Researching, identifying, and resolving customer complaints using applicable software - Routing calls and tickets to appropriate resources and domains who can best support the user - L2/L3 ticket handling - Patching support and product upgrade support - Customer escalation management and control - Recognizing, documenting, and alerting the management team of trends in customer calls - Creating SOPs for new issues and resolutions given - Completing call logs and reports - Educating customers about the smartphone product operation and maintenance procedures - Completing service orders and service reports in a timely manner - Managing incidents, service requests, change requests, and queries raised by end-users - Escalating tickets to the next level if support is required - Logging tickets with all field information into the service desk tool whenever required - Coordinating onsite contractors for facility support as necessary - Logging tickets generated by alerts in the tools deployed for applications and infrastructure management - Collaborating with other teams in case of any issue not being handled by the team and routing calls to the appropriate team/vendor - Monitoring the service desk tool for open and pending incidents and tracking for early closure - Following up with Vendor or Client's technical team for incident status and managing notifications and escalation - Ensuring that devices are appropriately configured for the users - Sending awareness mailers on tips and tricks Qualifications Required: - Mandatory Skills: EMM Intune - Experience: 3-5 Years (Note: No additional details of the company were present in the job description.),