Job description
Duration: 12 Months
Location: Rocky Hill, Connecticut 06067
100% Onsite role
Work hours: Work hours: 9AM - 5PM
Non-Driving role
Must Have
- Experience supporting iOS, and Android devices in an enterprise environment
- Experience with Mobile Device Management (MDM) concepts and best practices
- Knowledge of iTunes and Apple device support tools for device setup, troubleshooting, backups, and restores
- Knowledge of the Okta Platform
- Proficiency supporting Company Portal and end-user device enrollment workflows
- Strong troubleshooting skills and ability to diagnose technical issues across hardware, software, and policy layers
- Strong working knowledge of Microsoft Intune for device management
- Excellent customer service skills with a strong focus on end-user experience
Onsite Mobility Specialist Role
We are seeking a skilled and motivated Mobility Specialist to support and manage enterprise mobile and endpoint devices in a Microsoft Intune environment. This role is responsible for ensuring the successful deployment, configuration, security, and ongoing support of mobile and endpoint technologies used by employees across the organization.The ideal candidate will have hands-on experience with Microsoft Intune and endpoint management solutions, strong troubleshooting skills, and a customer-focused approach to IT support. You will work closely with other IT teams to maintain secure, compliant, and reliable devices while enabling a positive end-user experience.
Key Responsibilities
- Provide day-to-day support for mobile and endpoint devices managed through Microsoft Intune, including Windows, iOS, Android, and macOS device.
- Troubleshoot and resolve hardware, software, connectivity, and configuration issues
- Provision, enroll, configure, and decommission devices using Intune, Autopilot, and Apple/Android enrollment programs
- Troubleshoot and resolve device issues related to hardware, software, connectivity, policies, and compliance
- Manage and support Intune configuration profiles, compliance policies, and device restrictions
- Deploy, update, and troubleshoot applications via Intune and Company Portal
- Support conditional access requirements by ensuring devices meet security and compliance standards
- Assist with device security, including encryption, password policies, and remote wipe actions
- Respond to mobility-related incidents and service requests in accordance with SLAs
- Collaborate with security, identity, and infrastructure teams on endpoint and mobility initiatives
- Document processes, configurations, and issue resolutions to support knowledge sharing and continuous improvement
- Monitor device health and compliance and take corrective actions as needed
- Keep up-to-date inventory of returned devices
- Prepare devices for disposal if they cannot be reused
- Participate in user community training sessions (C&E)
- Participate in Mobility RFPs as needed
- Manage Mobility mailbox
- Collaborate with mobile carriers and TEM on device orders/issues/portal updates
- First level reviewer/approver of Monthly Optimization Reports
Required Qualifications
- 4-5 years of experience in IT support with a focus on mobility management
- Knowledge of Service Now Platforms
- Strong working knowledge of Microsoft Intune for device management
- Experience with Mobile Device Management (MDM) concepts and best practices
- Proficiency supporting Company Portal and end-user device enrollment workflows
- Knowledge of iTunes and Apple device support tools for device setup, troubleshooting, backups, and restores
- Experience supporting iOS, and Android devices in an enterprise environment
- Strong troubleshooting skills and ability to diagnose technical issues across hardware, software, and policy layers
- Knowledge of the Okta Platform
Soft Skills
- Excellent customer service skills with a strong focus on end-user experience
- Clear and professional verbal and written communication abilities
- Strong problem-solving and analytical skills
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Strong attention to detail and commitment to accuracy
- Ability to work independently while also collaborating effectively with cross-functional teams
- Strong documentation and process-following skills
- Adaptability and willingness to learn new technologies and evolving mobility solutions
- Professional demeanor when working with users at all levels of the organization
Work Environment
- Enterprise IT environment utilizing Microsoft cloud technologies
- Combination of remote and onsite device support as required
- Work area needs to remain clean and organized
- Standard business hours
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Field Support Engineer?
A: To succeed as a Field Support Engineer, key technical skills include proficiency in software or hardware troubleshooting, strong knowledge of networking protocols, and experience with operating systems and database management. Soft skills such as excellent communication, problem-solving, and time management abilities are also crucial, as they enable engineers to effectively collaborate with customers, diagnose complex issues, and meet tight deadlines. By combining these technical and soft skills, Field Support Engineers can provide high-quality support, build strong customer relationships, and drive business growth through efficient issue resolution and proactive maintenance.
Q: What is the career path for a Field Support Engineer?
A: A Field Support Engineer's typical career progression involves starting as a Technical Support Engineer, providing on-site assistance and troubleshooting, before advancing to a Senior Field Support Engineer role, where they lead teams and develop technical expertise. Mid-level roles, such as Field Service Manager or Technical Account Manager, offer opportunities for skill development in project management, customer relationship building, and technical leadership. Long-term, Field Support Engineers may transition into senior technical leadership positions, such as Technical Program Manager or Engineering Manager, or pursue specialized roles like Product Development or Sales Engineering.
