Mobile Device Technician - DTS (96897)

at  Kingston Health Sciences Centre

Under the direction of the Manager of Device and Telecom Services, the Mobile Device Technician’s role is to utilize mobile device management tools to effectively manage and support the KHSC’s fleet of mobile devices. The Mobile Device Technician’s duties would include ordering, diagnosing, co-ordinating warranty claims, training users and keeping financial records. The types of devices would include but not limited to cell phones, Vocera, clinical handheld devices, capacity management handheld devices and mobile printers.
Within this role the employee is accountable for contributing to the delivery of the Kingston Health Sciences Centre strategy. As an employee, one must demonstrate an awareness of and be responsible for actively promoting and supporting patient and family centered engagement and care in all we do.

BASIC QUALIFICATIONS:

• 3 year Computer technician and Analysis College Diploma or equivalent combination of education and experience
• 3 Years of recent experience in Desktop and either mobile device or VoIP management, support and training in a large corporate environment.
• 1 Year experience with using Intune, Meraki, another Mobile Device Management solution pushing configuration to devices.
• Experience in tracking and managing multiple tasks simultaneously in real-time.
• Experience in creating training materials.
• Experience configuring and supporting VoIP technologies.
• Demonstrated experience in mobile device procurement, managing invoices, purchase requisitions and maintaining accurate records of orders and deliveries.
• Demonstrated experience with explaining complex technical concepts to end users.
• Demonstrated experience with maintaining vendor relationships, submitting warranty claims, working with vendors to get up to date features and pricing.
• Demonstrated experience of wireless and cellular network technologies
• Customer service (interaction); communicate clearly and concisely in a logical organized fashion, orally (face to face and using telephone) and in writing using proper grammar, punctuation and spelling (using a keyboard).
• Advanced written and oral communication skills, with the ability to communicate with individuals at all levels of learning
• Demonstrated ability to work independently with minimal supervision and in a team environment.
• Highly motivated and proactive individual required
• Demonstrated ability to interact and communicate (written and verbal) effectively and professionally with others.
• Demonstrated high attention to detail, maintaining accurate data in MS excel, IT Service Management or IT Assets Management systems
• Experience in managing an enterprise class mobile device management system.
• Experience in providing training to users on the use of mobile devices.
• Basic knowledge of TCP/IP networking (FTP, Telnet, SMTP, and DNS).
• Demonstrated ability to learn and support new software and hardware in a demanding, multi-tasking environment
• Demonstrated ability to use basic troubleshooting tools - ping, pathping, ipconfig, traceroute, nslookup, telnet.
• Demonstrated ability to explain wireless authentication methods and when they would be used.
• Proven ability to attend work regularly.
• Satisfactory criminal reference check and vulnerable sector search required.

PHYSICAL REQUIREMENTS:

The applicant must be able to meet the physical requirements of the position.
We thank all applicants, but only those selected for an interview will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices.
If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.

Mobile Device Management & Support:

• Provide timely response on incident and request tickets for mobile
• Provide latest cost information to departments, collect cost centre information.
• Inventory control, activation, deployment, and de-activation of mobile devices
• Contact user when device is ready, deploy device.
• Submit vendor quote and purchase requisition for mobile devices and accessories while ensuring proper department approval(s) and cost centre(s) are in place.
• Identify relevant training needs, documentation, and opportunities for improvement.
• Programming call flow and call forwards for Vocera to handle group calls, or calls re-routed when there is no answer.
• Provide complete process documentation for all repetitive mobile management tasks and any troubleshooting documentation for peers.
• All documentation should be added to the knowledgebase on the corporate ITSM system.
• Action incident and request tickets that are assigned to the mobile support team via the corporate ITSM system.
• Use mobile device management tools to track devices that are missing, find devices that are reporting problems and keep devices up to date.
• Ensure data inside mobile device management tools are up to date and well organized.

Distributed Computing Support:

• Provide timely response on service calls related to device deployments.
• Action incident and request tickets that are assigned to the Device Support team via the corporate ITSM system.
• Diagnose, troubleshoot microcomputer hardware and software.
• Install and upgrade distributed computing hardware and software.
• Maintain upgraded records of service request activity and asset management.
• Includes recording and tracking problems and follow-up to ensure resolution, involving vendors, and other IT staff as necessary.

Provide End-user Training:

• Provide training for users on functionally of devices including but not limited to mobile devices.
• Provide advice to leaders on which devices are the best fit for their staff.
• Provide advice to leaders on call flow options for forwarding or group calls or “did not answer” forwarding.
• Provide training to new users during the onboarding process.
• Provide complete process documentation for users and create associated knowledgebase articles in the corporate ITSM system.

Project Management:

• Provide technical leadership role on teams as required.

NOTE: The above duties are representative but are not to be construed as all-inclusive.