Senior Mobile Support Engineer

Summary

Join NiCE, a global company, as a Senior Telecom Support Engineer. You will support and maintain mobile services and solutions, requiring flexibility and diverse technological skills. Responsibilities include managing the MDM platform (MS Intune), implementing policies, providing technical resolutions, managing inventory, monitoring costs, validating invoices, and acting as the primary purchasing contact for cellular accounts. You will ensure high employee satisfaction with mobile services and contribute to process improvements. The role demands strong problem-solving, communication, and teamwork skills. NiCE offers a hybrid work model (NiCE-FLEX) with 2 days in the office and 3 days remote.

Requirements

• At least 5 years of Telecom experience\ Customer services and working with incident management system in a mid-large company
• Educational qualification - Bachelor of Engineering or equivalent
• Experience with MS Intune, Conditional Access
• Technical experience with mobile devices, Problem solving skills
• Excellent customer service skills and be able to work alone and with remote teams
• Computer skills including MS Office (Outlook, Word, Excel)- Must
• Excellent interpersonal and communication skills
• Strong self-learning skills
• Strong problem-solving and troubleshooting skills with out of the box thinking
• Be a team player

Responsibilities

• Responsible for MDM platform: MS Intune having knowledge of AOSP, ADEP, Android Enterprise, IOS Enrollment; implementing new policies and technologies
• Knowledge of Conditional access policies
• Knowledge of Teams Telephony Device Management, Poly , Ylink
• Maintain end to end responsibility for employee’s requests providing timely, reliable, and courteous service, based on internal SLA
• Provides customer service and 2nd level technical resolution for operational and service-related incidents
• Acting as the Mobile Manager’s long arm while suggesting improvements to the process and escalating feedbacks from the end users
• Ensure telecommunications inventory management system is updated and accurate
• Monitor and report on Telecommunications activities and costs, identify trends and areas of improvement
• Validate and maintain monthly invoices from telecom vendors, including usage report and costs
• Primary purchasing contact for cellular accounts/contracts
• Handles Incidents and requests from NiCE employees to maintain high levels of satisfaction with Mobile services, working with Ticketing system platform (Service Now)
• Quick learner
• Be familiar with the available technologies at NiCE, as well as market trends
• Work independently and in a team
• Write and evaluate knowledge base articles and troubleshooting documentation

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NiCE-FLEX!
• At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week