Samsung Senior Technical Support Manager
$110,000–$110,000 year
On-sitePlano, Texas, United States
Job Summary
Provide advanced technical support and troubleshooting for enterprise mobile environments, investigating complex issues involving MDM platforms, enterprise networks, email systems, and third-party products. Serve as the primary interface between customers, internal teams, and escalation partners to identify root causes, manage incidents, and drive resolutions within service level agreements. Log all activities in the ticketing system, create post-mortem reports, and mentor junior team members while developing operational improvements. Act as the Major Incident Manager, coordinating resources and communicating progress to stakeholders until full resolution or a workaround is established.
Required Qualifications
- Bachelor's Degree
- 10 years of technical support experience
- Prior experience in a telecommunications environment
- specific focus on mobile device services and support (smartphones and tablets)
- Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365)
- Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management
- Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)
- Solid foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
- Solid understanding of emerging technologies, standards, and best practices for mobile development
- Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al)
- Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems
- Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues
- Solid understanding of mobile email message flow
- Must be comfortable working in stressful situations and navigating the organization effectively
- Strong written and verbal communication skills
- Must be available for on-call rotation
Desired Qualifications
- Technical degree
- Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, MaaS360, MS Intune, Knox)
- Proficient in MS Excel to create reports, manipulate data, and present to upper management
- Be identified as a subject matter expert (SME) on any (or multiple) of the Samsung supported technologies
- Consistently create technically advanced documentation on all resolved issues and share this knowledge with the rest of the team members
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