Role Purpose :EMM -SOTI

WO Rate :126k

location :coimbatore

Second preference:CHennai

Key responsibilities:

• Policy and compliance:Configure and manage security policies, compliance settings, and app protection policies for mobile devices and applications across platforms like iOS, Android .
• Device management:Oversee the enrollment and lifecycle management of mobile devices using tools like Apple Business Manager , Samsung KNOX , Android Zero Touch .
• Application management:Deploy, manage, and configure applications, including corporate and third-party apps, on managed devices.
• Security:Implement and enforce security standards, such as encryption, authentication, and remote wipe capabilities, and protect corporate data on mobile devices.
• Integration:Integrate Intune with other Microsoft 365 services, such as Entra ID for conditional access, and other third-party solutions.
• Technical support:Provide L1/L2 or L2/L3 support for user enrollment, device and app issues, and troubleshooting escalated problems.
• Automation:Develop and maintain scripts for automating routine tasks and assist in the development of onboarding processes.
• Documentation:Create and maintain technical documentation, knowledge bases, and operational procedures.

Required skills and experience:

• SOTI MobiControl platform :Deep knowledge and proven experience with SOTI platform is essential.
• Mobile OS:Strong understanding of iOS, Android operating systems.
• Microsoft 365:Experience with Microsoft 365, Entra ID (Azure AD), and related services.
• MDM/MAM:Experience with Mobile Device Management (MDM) and Mobile Application Management (MAM) principles.
• PowerShell:Familiarity with scripting, particularly PowerShell, for automation.
• Security:Knowledge of security best practices, vulnerability management, and data protection.
• Troubleshooting:Ability to troubleshoot and resolve technical issues related to device management and mobile applications.
• Communication:Excellent written and verbal communication skills for documentation and user support.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of clientâÂÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentâÂÂs to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver