Job Description
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.
About Us
Jefferies is a leading global, full-service investment banking and capital markets firm that provides advisory, sales and trading, research, and wealth and asset management services. With more than 40 offices around the world, we offer insights and expertise to investors, companies, and governments.
At Jefferies, we believe that diversity fosters creativity, innovation and thought leadership through the infusion of new ideas and perspectives. We have made a commitment to building a culture that provides opportunities for all employees regardless of our differences and supports a workforce that is reflective of the communities where we work and live. As a result, we are able to pool our collective insights and intelligence to provide fresh and innovative thinking for our clients.
Jefferies is an equal employment opportunity employer, and takes affirmative action to ensure that all qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, ancestry, religion, gender, pregnancy, age, physical or mental disability, marital status, sexual orientation, gender identity or expression, veteran or military status, genetic information, reproductive health decisions, or any other factor protected by applicable law. We are committed to hiring the most qualified applicants and complying with all federal, state, and local equal employment opportunity laws. As part of this commitment, Jefferies will extend reasonable accommodations to individuals with disabilities, as required by applicable law.
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