Enterprise Mobility Support Specialist

About the Role:

Orkestra is expanding its Managed Mobility Services and is looking for an Enterprise Mobility Support Specialist to support corporate mobile devices, MDM/UEM platforms, and enterprise customers. This is a hands-on technical role covering Apple and Android devices, device management, security, applications, connectivity, and device lifecycle support.

Candidates should have practical experience with at least one major MDM/UEM platform. Experience with multiple platforms is a plus, but you do not need to know them all.

As the mobility team grows, this role may have the opportunity to progress into a Team Lead or Manager position.

Key Responsibilities:

MDM & Device Management

• Administer and troubleshoot enterprise MDM/UEM environments.
• Manage device enrollment, configuration, applications, security policies, compliance, and remote management.
• Support the full device lifecycle from provisioning and deployment through replacement and retirement.
• Maintain accurate device records and support documentation.

Apple & Android

• Support corporate iPhone, iPad, Samsung, and Android devices.
• Manage Apple Business Manager (ABM) and Automated Device Enrollment (ADE).
• Support Android Enterprise, Samsung Knox, and similar enterprise enrollment technologies.
• Troubleshoot device, application, enrollment, authentication, and configuration issues.

MDM/UEM Platforms

Experience with one or more of the following is preferred:

• Microsoft Intune
• Jamf
• Samsung Knox
• Omnissa Workspace ONE
• SOTI MobiControl
• IBM MaaS360
• Ivanti
• Other enterprise MDM/UEM platforms

Candidates do not need experience with all of these platforms. Strong hands-on experience with one major platform is more important than broad but shallow exposure to multiple platforms.

Microsoft & Security

• Support mobile integration with Microsoft 365 and Entra ID.
• Assist with MFA, Conditional Access, device compliance, and mobile security.
• Troubleshoot authentication and application-access issues.

Technical & Customer Support

• Provide Tier 1/2 support for enterprise mobility issues.
• Troubleshoot mobile applications, Wi-Fi, VPN, SIM/eSIM, and cellular connectivity.
• Support lost/stolen devices, remote lock/wipe, replacements, and device recovery.
• Communicate directly with customers and maintain ownership of issues through resolution.
• Escalate complex platform, security, infrastructure, or carrier issues when required.

Carrier & Service Operations

• Support basic enterprise wireless activities including activation, SIM/eSIM setup, number porting, device replacement, and connectivity troubleshooting.
• Coordinate with carriers, vendors, and internal teams when necessary.
• Experience with U.S. enterprise carriers such as AT&T, Verizon, or T-Mobile is a plus.

Service Development

• Help create and improve SOPs, troubleshooting guides, and knowledge-base documentation.
• Support customer onboarding and mobility deployments.
• Identify opportunities to improve and standardize Orkestra's Managed Mobility Services.
• Provide technical input to Sales and Solutions teams when required.

What We're Looking For:

Required

• 2–5 years of experience in enterprise mobility, IT support, endpoint management, MDM/UEM, or a related technical role.
• Hands-on experience supporting iOS/iPadOS and Android devices.
• Experience supporting or administering at least one enterprise MDM/UEM platform.
• Working knowledge of device enrollment, configuration, security, and lifecycle management.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer-service skills.
• Ability to work independently and manage multiple support issues.

Preferred

• Microsoft Intune / Entra ID / Microsoft 365
• Apple Business Manager / ADE
• Android Enterprise / Samsung Knox
• Enterprise wireless/carrier services
• Jamf, Workspace ONE, SOTI, MaaS360, or Ivanti
• ServiceNow, Jira, Zendesk, or similar ITSM tools
• PowerShell, APIs, or automation
• MSP or Managed Mobility Services experience

Education & Certifications

• A bachelor's degree in IT, Computer Science, Information Systems, Electronics, or a related field is preferred but not required with strong relevant experience.
• Relevant MDM, Microsoft, Apple, Samsung, ITIL, or other technical certifications are a plus.

What Success Looks Like

• Devices are successfully enrolled, configured, deployed, and managed.
• Customer mobility issues are resolved efficiently and professionally.
• Device security, compliance, and lifecycle records remain accurate.
• Support processes and documentation continuously improve.
• Orkestra's Managed Mobility Services become more standardized and scalable.

Career Growth

This role will initially focus on hands-on technical support and service delivery. As the mobility business and team grow, there may be opportunities to take on technical leadership, mentoring, process ownership, and eventually Team Lead or Manager responsibilities.