Support end-to-end mobile device lifecycle activities, including provisioning, enrolment, assignment, deployment, replacement, return, retirement, and approved disposal processes. 

Assist with day-to-day administration and support of SOTI MobiControl and approved mobile device configurations. 

Support configuration profiles, device policies, application assignments, kiosk or lockdown configurations, certificates, connectivity settings, and approved restrictions. 

Triage and resolve mobile device incidents and service requests within agreed service levels, escalating platform, network, identity, security, or hardware issues when required. 

Assist with lost, stolen, or compromised device procedures, including validation, escalation, remote lock or wipe actions, evidence capture, and record updates in accordance with approved processes. 

Monitor device connectivity, enrolment status, policy deployment, application delivery, compliance, battery or storage conditions, and other operational health indicators available through the supported platform. 

Maintain accurate device ownership, assignment, status, serial number, IMEI, asset, SIM, location, warranty, and lifecycle records where required by the service. 

Maintain SOTI runbooks, standard operating procedures, configuration records, support knowledge articles, and audit or service-review evidence. 

Support frontline and mobile workforce device needs, including shared devices, rugged devices, handheld scanners, tablets, smartphones, and purpose-built mobility solutions within the assigned service scope. 

Coordinate with Service Desk, field support, telecom, network, security, identity, application, asset, logistics, and vendor teams to restore service and complete lifecycle activities. 

Implement approved mobile device configuration changes in accordance with change control, testing, validation, communication, and rollback requirements. 

Produce accurate operational reports and maintain awareness of customer SLAs, security requirements, and Fujitsu service delivery processes. 

Identify recurring incidents, configuration gaps, and opportunities for service improvement, standardisation, and automation. 

Participate in planned project, transition, after-hours, weekend, or on-call activities when required by the supported service. 

Experience: 7-10 years of IT experience, including strong hands-on experience supporting enterprise mobile device management and mobile workforce services. 

SOTI Administration: Practical experience administering and supporting SOTI MobiControl, including device enrolment, groups, profiles, policies, packages, applications, remote-control functions, device actions, alerts, and operational reporting. 

Mobile Platforms: Strong working knowledge of Android Enterprise and enterprise mobility. Experience supporting iOS/iPadOS, Windows-based mobile or rugged devices, and manufacturer-specific Android capabilities is desirable. 

Rugged and Frontline Devices: Experience supporting shared, dedicated, kiosk, rugged, handheld scanning, warehouse, logistics, retail, field-service, or other frontline mobility use cases. 

Lifecycle Management: Experience with device staging, enrolment, allocation, deployment, swap, repair, return, retirement, secure wipe, inventory reconciliation, and chain-of-custody processes. 

Incident and Request Support: Ability to diagnose enrolment, connectivity, profile, application, certificate, kiosk, remote-control, operating-system, peripheral, battery, storage, and device communication issues. 

Lost or Compromised Devices: Experience following approved lost, stolen, or compromised device processes, including timely escalation, remote security actions, evidence retention, stakeholder coordination, and record updates. 

Connectivity and Integration: Working knowledge of Wi-Fi, cellular data, SIM or eSIM services, VPN, APN, certificates, identity dependencies, directory services, and network requirements relevant to managed mobile devices. 

Applications and Configuration: Experience deploying and troubleshooting mobile applications, configuration profiles, kiosk or lockdown modes, permissions, updates, and approved device restrictions. 

Security and Compliance: Understanding of device encryption, screen-lock controls, remote lock and wipe, least privilege, access control, auditability, data protection, and customer-specific mobile security requirements. 

Service Management: Experience working within ITIL-aligned incident, request, problem, change, knowledge, asset, and configuration management processes, with clear ownership, escalation, and SLA awareness. 

Documentation: Demonstrated ability to maintain runbooks, operating procedures, device records, configuration baselines, knowledge articles, implementation plans, validation evidence, and rollback instructions. 

Automation and Reporting: Working knowledge of scripting, APIs, reporting, or bulk-administration methods for repeatable mobile device support is desirable. 

Education: Tertiary qualification in Information Technology or equivalent relevant industry experience. 

Certifications: Relevant SOTI, Android Enterprise, mobility, device-vendor, or ITIL certification is preferred. 

Communication and Customer Service: Strong written and verbal communication, prioritisation, collaboration, and customer service skills, particularly when supporting operationally critical frontline users. 

Ownership and Development: Takes responsibility for assigned work, follows issues through to resolution, and maintains current knowledge of SOTI and enterprise mobility capabilities. 

SOTI MobiControl Operations: Confident administration and support of SOTI-managed devices, profiles, applications, policies, packages, remote actions, alerts, and reporting. 

Mobile Device Lifecycle: Ability to coordinate provisioning, deployment, assignment, replacement, repair, return, retirement, secure wipe, and accurate asset-record updates. 

Frontline Mobility Support: Understanding of shared, dedicated, kiosk, rugged, scanning, and field-use device requirements, including the operational impact of device downtime. 

Mobile Troubleshooting: Structured diagnosis of enrolment, connectivity, application, policy, kiosk, certificate, peripheral, operating-system, and device communication issues. 

Security Incident Response: Ability to follow approved lost, stolen, or compromised device procedures promptly, accurately, and with appropriate evidence and escalation. 

Change Execution: Ability to implement approved mobile configuration changes with testing, validation, communication, documentation, and rollback readiness. 

Security and Governance: Understanding of least privilege, remote security actions, data protection, auditability, chain of custody, and customer-specific security controls. 

Documentation Discipline: Ability to maintain accurate runbooks, configuration records, device records, knowledge articles, and operational evidence. 

Problem Solving and Improvement: Ability to identify root causes, recurring issues, and practical opportunities to improve device availability, support quality, and operational efficiency. 

Communication and Collaboration: Ability to explain technical issues clearly and work effectively with frontline users, global teams, vendors, and cross-functional support groups. 

Customer Focus and Accountability: Ownership of assigned outcomes, timely follow-up, and delivery of secure and supportable mobile workforce services.