IT Service Desk Analyst โ Mobile Device Management (MDM)
Position Overview
Seeking experienced IT Service Desk Analysts with strong Mobile Device Management (MDM) experience to support an enterprise technology rollout in a fully remote environment. This short-term contract role provides overnight Tier 1 and Tier 2 support for end users located across Europe and the Asia-Pacific region.
The ideal candidate has hands-on experience supporting enterprise mobile devices, troubleshooting end-user issues, and working within established support and escalation processes.
Key Responsibilities
Service Desk Support
- Provide overnight Tier 1 and Tier 2 technical support via phone for enterprise end users.
- Troubleshoot and resolve hardware, software, account access, and connectivity issues.
- Support password resets, account access requests, and device configuration activities.
- Follow documented troubleshooting procedures and escalation paths for complex issues.
- Accurately document incidents, resolutions, and escalations within the ticketing system.
- Deliver a high level of customer service while supporting a global user base.
Mobile Device Management (MDM)
- Configure, enroll, manage, and troubleshoot corporate mobile devices.
- Support mobile device provisioning, enrollment, and lifecycle management activities.
- Deploy and manage device policies, security configurations, and compliance requirements.
- Troubleshoot mobile device access, authentication, and connectivity issues.
- Support remote device management and enterprise mobility initiatives.
Endpoint & Infrastructure Support
- Troubleshoot Microsoft 365, VPN, email, authentication, and endpoint issues.
- Support Windows 10 and Windows 11 devices in an enterprise environment.
- Assist with Active Directory account management and endpoint administration.
Required Qualifications
- 3+ years of experience in IT Service Desk, Help Desk, Desktop Support, or Endpoint Support roles.
- Hands-on experience supporting Mobile Device Management (MDM) environments.
- Experience configuring and troubleshooting enterprise iOS and Android devices.
- Experience with one or more of the following platforms:
- Microsoft Intune
- Microsoft Endpoint Manager
- VMware Workspace ONE (AirWatch)
- MobileIron
- Jamf
- Experience with device enrollment, security policy deployment, compliance management, and remote device administration.
- Strong understanding of:
- Windows 10 and Windows 11
- Microsoft 365
- Active Directory
- VPN connectivity
- Endpoint troubleshooting
- Strong communication and customer service skills.
- Ability to work independently in a fully remote environment.
Preferred Qualifications
- Experience supporting large enterprise environments with global user populations.
- Familiarity with Azure Active Directory (Entra ID).
- Experience supporting multi-factor authentication (MFA) and identity management solutions.
- ITIL Foundation, CompTIA A+, Microsoft, or endpoint management certifications are preferred.
Work Environment
- Fully remote contract position.
- Overnight shift supporting users across Europe and APAC regions.
- Project-specific training will be provided prior to the start of the engagement.