Role Overview:
Provide high-touch, white glove mobility support for Tokyo office users, including VIPs and executives. Responsible for resolving complex mobile device issues, managing MDM platforms (MobileIron/Ivanti), and ensuring seamless mobile operations. Must be available for support during off-hours, holidays, and extended weekday hours as needed.
Key Responsibilities
- Deliver white glove support to VIPs and executive users, ensuring rapid resolution of mobile device issues.
- Diagnose and resolve hardware, software, and connectivity issues for iPhones, iPads, and MiFi data-enabled devices, ensuring seamless day-to-day mobility support for all users.
- Administer and support Mobile Device Management (MDM) platforms, including MobileIron and Ivanti portals.
- Onboard, configure, and secure mobile devices according to company policies and compliance requirements.
- Provide proactive monitoring, maintenance, and updates for all managed mobile devices.
- Collaborate with IT teams to escalate and resolve complex incidents.
- Maintain detailed documentation of support activities, device inventory, and incident resolution.
- Train users on mobile device best practices, security, and new features.
- Remain available for urgent support requests during off-hours, holidays, and extended weekday periods.
- Participate in global mobility support initiatives and cross-regional collaboration.
Additional Day-to-Day Mobility Support Responsibilities
- Provide daily support for all aspects of mobile device usage, including setup, troubleshooting, upgrades, and replacements.
- Support and manage iOS devices (iPhones and iPads) with advanced troubleshooting, configuration, and security best practices.
- Assist users with mobile application installation, updates, and troubleshooting.
- Monitor and respond to service requests and incidents in a timely and professional manner.
- Ensure compliance with company security policies for mobile devices, including encryption, password management, and remote wipe capabilities.
- Coordinate with vendors and service providers for device repairs, replacements, and warranty claims.
- Maintain up-to-date knowledge of the latest mobile technologies, operating systems, and security threats.
- Provide support for mobile device connectivity issues, including Wi-Fi, VPN, and cellular network troubleshooting.
- Manage device lifecycle, including procurement, deployment, and retirement of mobile assets.
Collaboration & Communication
- Communicate clearly and professionally with all users, including executives, VIPs, and general staff.
- Collaborate effectively across all engineering teams and user groups to resolve issues and implement solutions.
- Provide regular updates to stakeholders on incident status, resolutions, and ongoing projects.
- Document and share knowledge, best practices, and troubleshooting steps with the wider support team.
Qualifications
- Proven experience in enterprise mobility support, preferably in a multinational environment.
- Hands-on expertise with MobileIron and/or Ivanti MDM platforms.
- Advanced knowledge of iOS devices (iPhones and iPads), including troubleshooting and configuration.
- Strong troubleshooting skills for iOS & Android mobile devices.
- Excellent communication and customer service skills, especially with VIPs and executives.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Fluency in English; Japanese language skill is a must.
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