Intermediate Mobile Support Engineer- Pinelands, Johannesburg, Durban at Old Mutual

Job Description

• This role is responsible for the technical support processes, tracking, and optimization of mobile devices within an organization. This role ensures that all mobile assets, such as smartphones, voice and data services are effectively utilized, maintained, and secured throughout their lifecycle and to help end-user resolve issues by responding to inquiries and requests.
• Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning.

Responsibilities 

• Troubleshoot and resolve issues related to mobile, voice, and data services. 
• Oversee and manage contracts with service providers. 
• Maintain an accurate system of record for mobile assets. 
• Work closely with support teams to ensure timely issue resolution. 
• Develop and enforce policies for mobile, voice, and data service usage. 
• Track and report on the performance and usage of mobile services 
• Maintain accurate records of all mobile devices, including their locations, statuses, and users 
• Oversee the acquisition and deployment of mobile devices to ensure they meet organizational needs  
• Coordinate regular maintenance and provide technical support to resolve issues with mobile devices  
• Ensure that mobile devices are secure and compliant with organizational security policies. 
• Service Now Process owner for mobile services  
• Audit CI maintenance - CI Validation and data integrity – End to End ownership  
• Service Now maintenance - Workflow queries/incidents   
• Testing in QA and production  
• CMDB extracts and manual uploads  
• Mobile Support Channel - supporting the EUC Technicians and Call Centre Agents across regions  
• Sim stock region Channel – supporting the EUC technicians with monthly new appointee sims across regions  
• Mobile Services support: Reduce avoidable expenses – ex employee accounts  
• Continuous educational sessions with the Business and cell champs regarding Service Now, educating new users and communication on new functionality
• Various reporting to assist identification of non-compliant contracts, provide solutions to become compliant.   
• Maintenance of Exec list, ordering of devices and organising configuration of their devices   
• Reporting and management of SLA and the service providers  
• Management and maintenance of Mobile website.   
• Review and update of all service provider documents 

Skills

• Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management

Competencies

• Collaborates
• Communicates Effectively
• Decision Quality
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Plans and Aligns
• Tech Savvy

Education

• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 06 October 2025