Job Description

At EY, you\xe2\x80\x99ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\xe2\x80\x99re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Job Summary:
The suitable candidate will join EY\xe2\x80\x99s Global Mobile Platform team as a Level 3 Support Administrator with responsibility across EY\xe2\x80\x99s Enterprise Mobility Management platforms: Citrix XenMobile, and Microsoft Intune.
In co-ordination with other IT teams and support functions, this position is responsible for Operations across a complex XenMobile MAM and MDM environment and Intune managed mobile productivity apps.
As a Level 3 support engineer you will assist in troubleshooting of complex incidents, issues and problems, and perform change and release support across the platforms. Day to day activities will include complex break fix through problem and incident management, deployment of applications, documentation, reporting, and some scope to implement change and fulfil service requests.
You may also be required to provide consultation to other teams within EY including, but not limited to, architecture, engineering, development, and project management.
Essential Functions of the Job:

• Systems Administration of the MDM Intune cloud & XenMobile.
• Responsible for tracking of device inventory in the MDM cloud environment and performing audits of the Intune system.
• Telephone, e-mail and on-site problem diagnosis and resolution.
• Administering and maintaining of the XenMobile & Intune Installation and configuration systems at Client with level 3 support. Be a mentor and work with other vendors and on-site vendors that support the MDM, Microsoft Office 365, and telecommunication systems.
• Complement our managed service provider vendor with support / operations of XenMobile application servers, application layer, MicroVPN and authentication, and productivity apps provided by Citrix and in house developed apps.
• Infrastructure Integration \xe2\x80\x93 integrate and assist with transition of new services based on system designs into Operations, participate in automation, consolidation, and projects.
• Provide support to senior IT personnel on planning and implementing infrastructure plans
• Enforce mobile device policies and procedures in the MDM Intune environment.
• Provide support for loading commercial off-the-shelf and in-housed develop mobile applications into Intune application catalog and help deployment of those applications.
• Respond to requests from internal and authorized external business units in a timely manner.
• Prioritize and execute tasks in a time-sensitive environment.
• Ability and desire to conduct research and resolve tickets from the end user community for mobile device issues and new products.
• Good Knowledge on tablets and Mobile Devices
• Complex break/fix, resolution of first-time errors, design/configuration change management
• Capacity planning and management
• Service Improvement & Automation of production operations
• Accountable as Operations for tools and procedures
• Request fulfilment, Incident, Problem, Change and Release Management
• Participate in an on-call help desk rotation
• Communicates with user, business and customer on progress in resolving calls, including setting accurate expectations on resolution
• Other duties as assigned

Analytical/Decision Making Responsibilities:

• Sound analytical and problem-solving skills are required to manage multiple technical challenges from multiple issue or projects simultaneously.

Knowledge and Skills Requirements:

• Advanced Troubleshooting of MDM Agent Installation and Configuration Issues
• Having Hands on Experience in Installation and configuration of at least one MDM product (AirWatch, MobileIron, Maas360, XenMobile, Intune)
• Advanced Troubleshooting for Platform specific issues in Enrollment Agent and Active Sync configuration for iOS, Android Devices and Tablets
• Handling MDM Incident Tickets at all Severity levels and all type of Service Requests in Queue. Responsible for resolving issues arising out of Monitoring and Alerting for MDM services. Should be responsible for MDM Services log analysis from all MDM infrastructures and take appropriate actions.
• Should have hands on Experience in configuring and troubleshooting Platform Specific (iOS, Android,) Device Management and Application Management Policies.
• Should have experience in all Device Configuration which includes Wi-Fi, VPN, Certificate Based Authentication, LDAP Configuration including AD, APNS Generation and Configuration, CA configuration in MDM Admin console
• Should have experience in Mobile Application Management configuration and Troubleshooting which include Public/In-house Apps Publishing and Distribution, Volume Purchase Program, Appstore configuration and troubleshooting
• Should be responsible for configuring and troubleshooting all incoming/outgoing Ports for EMM services
• Should have configured and troubleshooting Backup of MDM Application services
• Responsible for Server patching and other regular maintenance activities for all MDM related servers
• Create, maintain and update the Runbook and SOP documentation for all MDM services

Supervision Responsibilities:

• No direct supervision responsibilities for this role

Other Requirements:

• Provide support in a follow the sun support model. Candidate will be required to operate in a follow the sun support model. This will require some flexibility around the working day
• Candidate may be required to perform complex changes during weekend change windows. Typically organized in advance and rotated throughout the team
• Some limited international travel may be required

Job Requirements:
Education:

• A degree in Computer Science or technology related discipline, or equivalent work experience required

Experience:

• Minimum of 5-10 years of IT experience IT technical support or an equivalent function

Certification / Skills

• Citrix XenMobile certified
• Intune Professional Certification preferred
• Microsoft Office 365 MCSA certification preferred
• ITIL Foundation

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