Mobile Device Lab Manager

$62,400 - $79,040/Yr

Optic Ip - Bellevue, WA

Full-time - Entry Level

Onsite - Bellevue, WA

Telecommunications

About the position

The Mobile Device Lab Manager at Optic IP LLC is responsible for overseeing the monitoring and troubleshooting of mobile devices and system infrastructure. This role involves hands-on management of mobile devices, servers, and cloud environments, ensuring effective communication with internal teams and external partners like T-Mobile and Perfecto. The position requires a strong focus on customer service, technical troubleshooting, and maintaining a mobile device database, while also supporting the onboarding of new devices and managing lab expansions.

Responsibilities

• Monitoring and troubleshooting system infrastructure
• Monitoring Perfecto clouds, mobile devices, and hardware
• Hands-on troubleshooting of mobile devices and servers
• Information gathering and analysis of device trends, logs, and behaviors
• Effectively communicate status to T-Mobile and internal staff
• Interface with Perfecto and T-Mobile support teams to work on standards, resolve issues, and implement new hardware and devices into the production environment
• Provide insight for customer-oriented activities and goals between TMO and Perfecto
• Maintain mobile device database
• On-boarding of new devices into Perfecto/T-Mobile
• Troubleshooting Windows and Mac systems as part of Perfecto's SaaS solution
• Remote management of servers
• Troubleshooting cloud and mobile device issues
• Using ticketing and change management tools
• Update mobile device firmware and software
• Imaging of on-site hardware
• Identify phone requirements
• Identify rack space, power, and IP requirements for lab expansions of devices and mini PCs they connect to
• Rack & stack of new devices, cable management of USB and Ethernet cables, adding new small Dell PCs for the devices to connect to

Requirements

• High school diploma or GED
• 2 years of IT support experience
• 1 year of experience with iOS and Android
• Excellent customer communication skills
• Strong analytical, documentation, and communication skills
• PC literate - MS Windows, Word, Excel, Outlook, SharePoint
• Knowledge of Android and iOS operating systems
• Experience with trouble ticketing and change management tools
• Ability to communicate with international colleagues/customers

Nice-to-haves

• Customer service experience
• Some experience with AWS infrastructure
• Familiarity with Atlassian products: Confluence, JIRA
• Knowledge of Salesforce Mobile Application development

Benefits

• Full-time position
• Competitive hourly pay of $30 - $38
• On-call resource for emergency situations
• Opportunity to work in a customer on-site environment