DWP Mobility Engineer
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Position Type: Full-Time Contract (40hrs/week)
Contract Duration: 12 months+
Work Schedule: 8 hours/day (Mon-Fri)
Location: Hybrid (occasional on-site visits) in São Paulo, Brazil
Key Responsibilities:
- Manage the full lifecycle of corporate mobile devices, including new device setup, device replacements, SIM activations, service plan changes, and employee offboarding.
- Serve as the senior escalation point for complex mobility issues involving phones, tablets, Macs, mobile applications, connectivity, and Microsoft Intune-managed devices.
- Work heavily in ServiceNow to manage tickets, track assets, maintain CMDB records, and ensure data accuracy.
- Coordinate with wireless carriers, hardware vendors, Microsoft support, and other service providers to resolve technical and service-related issues.
- Support VIP users and handle high-priority mobility incidents with a strong customer-service mindset.
- Create and maintain SOPs, knowledge base articles, and technical documentation while providing guidance to L1 support teams.
- Monitor recurring issues, identify trends, and help drive problem management and service improvements.
- Generate reports, analyze mobility usage and performance metrics, and track service KPIs using Excel and other tools.
- Support a large enterprise mobility environment by ensuring reliable service delivery and operational excellence.
- Act as a senior Enterprise Mobility SME with strong expertise in Intune, MDM, Enterprise Mobility Management, ServiceNow, and mobile device support.
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