End User Mobility Engineer (12 hours shift)

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End User Mobility Engineer (12 hours shift)

To apply professional knowledge and expertise and take ownership and responsibility of queries, issues and problems assigned to the End User Mobile (EUMD) onsite Support Engineers.

EUMD (End User Mobile Device) Asset Management (Tablets and Smartphones)

• Pack and unpack the EUMD, its components and related peripherals.
• Physically inspect the EUMD Equipment for any shipping damages and report to the Team Lead if any.
• Label EUMD Equipment to ensure proper tracking according to the Authority’s requirement.
• Account for, safe keep and track the movement of EUMD and spares.
• Ensure EUMD Inventory in SharePoint is consistently updated.
• Ensure EUMD (spares) is in ready state for issuance prepared by the L1 mobile support engineer i.e.
• Minimum battery charged 30%
• Device is installed with all the required applications.
• Device is equipped with the necessary accessories.
• Device is in working conditions.
• Escalate faulty devices to Third Party Vendor (CTDI) and make appointment with CTDI engineer via email to fix/replace faulty parts onsite and update the inventory.
• Check with Third Party Vendor (CTDI) for warranty coverage and share the cost of repairs with agency for parts not under warranty.
• To ensure incident reported by SCDF user is logged correctly in the ITSM portal which include minimally the following:
• User Detail
• Location
• Date of reporting
• Issue Description
• Device Details
• To check the category and priority of the incident is categorized and prioritized correctly in ITSM portal as provided in the Incident Management documentation.
• To provide problem update/resolution within the Service Level Agreement following the troubleshooting guides provided.
• To provide troubleshooting guides for new findings.
• Ensure notification is sent to all stakeholders as provided in the incident management documentation both via SMS and email for Security Incident.
• To set the incident status as resolved upon confirmation from affected user.
• To route to Third Party Group in the ITSM portal for incidents that require Third Party vendor and perform follow-up on pending incidents until closure.
• Works with vendor support contacts to resolve technical issues within the EUMD environment.

Request Management

• To check all requests (with regards to EUMD) that were raised in ITSM portal under SCDF organization been updated/completed.
• Types of Requests:

Upon agency approval, to perform:

• XYLO account creation, modification, and deletion.
• BWC account creation, modification, and deletion (CFS account Only).
• Work with Gear-Up helpdesk for account creation, modification, and deletion of gear-up account.
• Return Of EUMD (Smartphone and Tablet).
• Issuance Of EUMD (Smartphone and Tablet).
• Relocate and transport EUMD or peripherals within and across the Authority’s premises and Authority-approved premises (e.g. Hospital Emergency Departments).

User Account Management

• To perform periodic check on dormant or inactive user accounts and share with Team Lead to propose to agency to delete according to the time frame stipulated by agency (SPFONE and XYLO account).

Other ad-hoc initiatives and tasks that are assigned by Team Lead.