Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operate their mobile investments with high-value services that drive competitive differentiation.
Position Summary:
The Mobile Integration Center (MIC) Tech Support Specialist provides technical support to ensure the Value-Add team can successfully complete staging and production activities. The role troubleshoots hardware, software, applications, and other technical issues while identifying root causes and implementing effective solutions. This position works closely with MIC leadership, technicians, TSTs, administrators, and IT specialists to resolve escalations and minimize disruptions. The role also supports quality control, tracks escalations and scorecard data, and contributes to continuous improvement efforts.
Responsibilities Include:
- Provide primary technical support for issues encountered by the Value-Add team during production and staging projects.
- Test and validate First Article devices, instructions, and related documentation to ensure successful production at scale.
- Gather information, identify root causes, troubleshoot issues, and develop effective solutions.
- Manage incoming support requests, prioritize issues, and escalate complex problems to the appropriate IT specialists.
- Provide technical assistance through remote access, Zoom/teleconference, or by walking Leads and Technicians through troubleshooting and resolution steps.
- Maintain detailed records of hardware and software issues, troubleshooting performed, unsuccessful solutions, and resolutions. Use these records to identify recurring issues and recommend preventive solutions.
- Escalate issues outside the role’s area of expertise with complete documentation and supporting information. When necessary, retrieve equipment for further analysis by IT specialists.
- Conduct periodic system testing and deploy application, server, and hardware updates while monitoring unintended issues or excessive downtime.
- Provide user support during software, hardware, and peripheral updates and installations.
- Serve as a primary escalation point for quality issues and intercept/process all DOA (Dead on Arrival) devices.
- Work directly with technicians to resolve problems, document issues, and promote Stratix Quality Control processes.
- Maintain accurate reports, records, software systems, and databases related to issues and escalations.
- Track identified issues through root cause and final resolution.
- Provide weekly metrics to MIC leadership.
- Test and certify First Article devices for each project and collaborate with MIC Leads/TSTs on continuous improvement of the First Article process.
- Lead by example through a strong work ethic, effective communication, training, availability, and willingness to assist team members. Leadership is demonstrated through support and collaboration, not competition for the highest production output.
- Assist with training, employee development, and implementation of best practices.
- All other duties as assigned
Requirements:
- Minimum 1 year of experience in repairs and troubleshooting.
- Minimum 2 years of experience in staging, production, or systems support.
- Strong technical knowledge of computer hardware, software, and technology systems.
- Demonstrated technical and creative problem-solving skills, including the ability to test, troubleshoot, and resolve technology issues.
- Ability to manage multiple issues simultaneously, prioritize effectively, and resolve problems in a timely manner.
- Proficiency with Microsoft Office applications and email.
- Experience with MDM software and configuration utilities such as AirWatch, SOTI, and Apple DEP is strongly preferred; Apple certification experience is also preferred.
- Exceptional attention to detail, organization, dependability, and follow-through.
- Excellent verbal and written communication skills, with the ability to work effectively through ambiguity and changing priorities.
- Ability to work effectively with all levels of Stratix employees, from Technicians to Senior Leadership, with flexibility to work overtime and weekends as needed.
