Old Mutual was established in Cape Town in 1845 as South Africa's first mutual life assurance society. Our purpose is to help our customers thrive by enabling them to achieve their lifetime financial goals, while investing their funds in ways that will create a positive future for them, their families, their communities and broader society.
Intermediate Mobile Support Engineer- Pinelands, Johannesburg, Durban
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
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