Position Description:

SE - Devices/Printers L2

Level 2 | 4- 6 YRS
• Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs.
• Plan, create and deploy security and device management policies
• Monitor and track incidents and trouble calls in the ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time
• Assist end users (via telephone and/or e-mail, when needed), with a wide range of questions, problems and requests with their connectivity needs
• Monitor and track incidents and trouble calls in Remedy ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time
• Update all assigned tickets capturing troubleshooting activities and resolution
• Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved
• Perform monthly Housekeeping activities and reporting
• Perform daily health check on the MDM systems and take corrective and preventive actions as appropriate
Eligibility:
• Technical troubleshooting and hands-on experience with Blackberry, iOS and Android devices is required
• In-depth knowledge of mobile device troubleshooting methods - both client and server-side is required
• Experience with
o At least one enterprise-level Mobile Device Management suite such as BES, AirWatch, XenMobile is mandatory
o Installation, configuration, migration and administration of MDM suites
o Microsoft Exchange and ActiveSync
o Office 365
o Virtual Private Network (VPN) setup
o Wireless network (Wi-Fi) setup
• Analysis and investigation skills, with a structured approach to problem solving
• Should be willing to work in rotational shifts
• Assertive and excellent communication skills
• Real time experience in supporting the clients across multiple geographies
• Understanding on ITIL foundation (preferred)
Ready to work in night shift & flexible for other hours

Skills:

• MS Remote Desktop Services
• ITIL

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.