Associate Consultant
Core
Provide Help Desk support for large-scale Unified Endpoint Management (UEM) & Enterprise Mobility Management (EMM) solutions and device enrolment programs.
Role type
L2 Operations Support Specialist (Enterprise Mobility)
Builds
Support for enterprise customers via phone/portal/email for device management and incident resolution.
Domain
IT Operations / Enterprise Mobility / Device Management
Deliverable
client delivery
Required skills
Incident & Request Management (ITIL), P1/P2 & Major Incident Support, Telephony Operations, Device Enrolment (UEM/MDM), Service Quality & Reporting
Preferred skills
ITIL Foundations, Major Incident Awareness, Telephony Proficiency, Hands-on UEM/EMM experience, Service Quality & Documentation
Technologies
ServiceNow, Genesys Cloud, Microsoft Intune, VMware Workspace ONE, Ivanti Endpoint Manager, Ivanti Neurons, Apple ADE, Samsung KME, Android Zero Touch
Responsibilities
Act as first point of contact for enterprise customers; log, categorise, prioritise, and resolve tickets; Assign and escalate P1/P2 alerts; Handle inbound/outbound calls via Genesys Cloud; Assist with device enrolment and basic MDM/MAM tasks; Monitor SLA/KPI attainment and ticket ageing.
Seniority
Mid-level, hands-on IC