Managed Services Configuration Specialist

ROLE MISSION

Deliver customer ready technology by accurately configuring staging imaging enrolling testing documenting and troubleshooting smartphones tablets laptops and related managed mobility equipment. This person combines hands on technical execution with Tier 1 and Tier 2 support skills to make sure devices leave ConnectUs ready to work on day one.

THE OPPORTUNITY

This is a hands on Managed Services role not a traditional warehouse or pick pack and ship position. The Managed Services Configuration Specialist works directly with devices software MDM/UEM platforms customer requirements work instructions and support tickets. The right person is equally comfortable following a detailed configuration build troubleshooting why a device will not enroll or connect documenting the resolution and moving to the next customer program without sacrificing accuracy.

TOP 3 PRIORITIES

1. Configure Stage Image & Validate Devices

Configure and stage smartphones and tablets across iOS and Android environments.

Image provision and configure Windows laptops using customer approved build processes.

Enroll devices into MDM/UEM and endpoint management platforms and validate policies applications profiles restrictions certificates and connectivity.

Perform SIM installation activation validation Wi Fi setup application installation OS updates asset tagging labeling accessory pairing kitting and final quality checks as required by each customer SOW.

Configure and validate wireless routers and connectivity devices when required. Router experience is a plus but not required.

Confirm every device matches the customer build specification before release to fulfillment.

2. Provide Tier 1 & Tier 2 Technical Support

Troubleshoot device setup enrollment activation application connectivity hardware software account and peripheral issues.

Resolve Tier 1 issues independently and perform Tier 2 diagnosis for more complex endpoint and mobility problems.

Use structured troubleshooting to isolate root cause rather than repeatedly resetting or replacing devices.

Document incidents diagnostic steps resolutions and escalation details in the appropriate ticketing or workflow system.

Escalate issues to MDM/UEM engineers carriers OEMs customer IT teams or other specialists with complete diagnostic history.

Support customer launches replacements depot programs returns and ongoing lifecycle activity.

3. Execute Customer Requirements with Precision

Translate SOWs build sheets customer specifications and work instructions into repeatable device configuration processes.

Follow detailed multi step procedures while recognizing missing conflicting or technically impractical requirements.

Maintain accurate records for serial numbers IMEI ICCID asset tags enrollment status configuration status test results and exceptions.

Perform quality control before devices are released for shipment.

Identify recurring failures rework or manual steps and recommend improvements to SOPs and workflows.

Adapt quickly as customer requirements device models software versions and priorities change.

KEY RESPONSIBILITIES

Hands on configuration and staging of smartphones tablets laptops and related endpoint equipment.

Mobile device enrollment and provisioning through MDM/UEM platforms such as Microsoft Intune Workspace ONE SOTI MaaS360 Ivanti Scalefusion Jamf Samsung Knox or comparable platforms.

Windows laptop imaging provisioning application installation endpoint setup and validation. Autopilot or comparable modern provisioning experience is valuable.

iOS and Android setup enrollment application deployment restrictions kiosk or dedicated device configuration and troubleshooting.

SIM insertion and basic cellular activation and connectivity validation.

Basic Wi Fi Bluetooth TCP/IP VPN and cellular troubleshooting.

Router configuration and troubleshooting when applicable. Experience with Cradlepoint Peplink Teltonika InHand Sierra Wireless or similar products is a plus.

Tier 1 and Tier 2 support for endpoint hardware software MDM applications connectivity and deployment issues.

Ticket documentation escalation knowledge base updates and adherence to service levels.

Device QA burn in or functional testing where required asset capture labeling kitting and deployment readiness checks.

Collaboration with Managed Services Operations Warehouse Account Management Solutions carriers OEMs and customer IT teams.

Support for returns replacement devices depot swap programs reconfiguration wipe and redeployment workflows.

REQUIRED EXPERIENCE

2 years of hands on experience in managed services an MSP enterprise mobility endpoint deployment desktop support service desk device lifecycle services IT support or a similar technical environment.

Direct experience configuring and staging smartphones and tablets in a business or enterprise environment.

Hands on laptop imaging provisioning setup or endpoint deployment experience.

Tier 1 and Tier 2 technical support experience with the ability to troubleshoot beyond scripted steps.

Experience with at least one MDM/UEM or endpoint management platform strongly preferred.

Working knowledge of Windows iOS and Android operating systems.

Basic understanding of networking and connectivity including Wi Fi TCP/IP VPN Bluetooth and cellular concepts.

Experience using ITSM help desk ticketing or work order systems.

Strong documentation skills and exceptional attention to detail.

Ability to follow complex customer specific processes while managing multiple priorities.

PREFERRED EXPERIENCE

Microsoft Intune and Windows Autopilot.

Apple Business Manager or Automated Device Enrollment.

Android Enterprise and Samsung Knox Mobile Enrollment.

Workspace ONE SOTI MaaS360 Ivanti Scalefusion Jamf or comparable MDM/UEM platforms.

Router or wireless WAN configuration and troubleshooting.

Carrier activation SIM APN and cellular troubleshooting exposure.

CompTIA A Network Microsoft Apple Android or endpoint management certifications.

Experience in a high volume device deployment depot mobility lifecycle or managed services operation.