Mobile Technology Support Specialist

Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.

We are also highly active and committed to creating an environment which is accessible to all of our customers, employees and applicants. Reasonable accommodations in the hiring process will be provided to people with disabilities upon request.

**At Flynn, it's not just a job, it's a career**
- A Day In The Life
- Providing tier 2 and 3 support for Helpdesk technicians with mobile device issues
- Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system based on troubleshooting efforts
- Identify opportunities and trends for the creation and update of internal team procedural/process documentation in Confluence, and employee self-help articles in Zendesk to improve the efficiency of service request completion
- Proactively maintaining and increasing the team’s technical knowledge of mobile device support
- Work alongside IT Helpdesk Manager to identify and recommend team learning opportunities
- Draft and publish internal team and end user communication for end user impacting service alerts, changes, planned outage/maintenance, and procedures
- Ensuring MDM policies are working as they should
- Ensuring device model and software updates are tested with our policies and distribution
- Perform regular audits of systems used to provide mobile technology support
- Keeping MDM device inventory up to date and accurate
- Perform inventory audits, cycle count, obtain quotes, create purchase orders, complete renewals, review inventory receipt, and record keeping for end user mobile devices and app purchases
- Ensuring our Telus and Verizon accounts are maintained in good clean condition and are configured to allow easy billing to branches
- Make recommendations for end user mobile technology hardware/software lineup and participate in budgeting
- Interact with various vendors (i.e. MDM, Lookout) and wireless carriers
- Strong ability in planning and executing projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders
- Identify, recommend, and implement opportunities to improve and automate processes, such as new features of systems used to provide mobile technology support, aimed at lowering support costs
- Other duties as assigned by management
- Must be available to work rotating schedules which include evenings, some weekends, and holidays
- Some travel may be required
- What We Are Seeking
- Proven analytical and problem-solving abilities for end user mobile technology support
- Administration of Mobile Device Management tools Microsoft Intune/Endpoint, AirWatch, Apple Business Manager, Samsung Knox, and Lookout for mobile device configuration and management.
- Proficient with using Zendesk and Atlassian Jira service request and issue management
- A self-starter, a passion for IT, with exceptional customer service skills
- Exceptional written, oral, and interpersonal skills
- Willing to speak up and share ideas with the team
- Willing to question the status quo
- Be able to give and take criticism
- Ability to work in a dynamic team environment and independently
- Ability to manage and prioritize multiple tickets and tasks in a fast-paced environment
- Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement
- Continuous improvement of methods and best practices for delivering outstanding service
- Ensure the ongoing protection and integrity of the IT systems and end points using best practices and tools to identify and remediate vulnerabilities
- What We Offer
- Funded training and development programs
- Very well-equipped on-site gym
- Dental and supplemental medical plan
- RRSP contributions
- Excellent on site, subsidized cafeteria