Blue Yonder is looking for a Sr Support Engineer to provide technical support for kiosk deployment projects, including installation, configuration, and troubleshooting of hardware and software issues, and to manage Mobile Device Management (MDM) solutions for Android-based kiosks.
Requirements
- Proven experience in Mobile Device Management (MDM) solutions such as SOTI MobiControl or Ivanti Neurons (MobileIron).
- Measurable experience of Remote Management and Monitoring tools (RMM) solutions such as Kaseya or N-Able.
- Strong knowledge of the technical support of hardware in retail environments including hardware and software components.
- Previous experience in field support and providing on-site technical services, including installation, maintenance, and troubleshooting of kiosks and related devices.
- Expertise in remote troubleshooting tools and techniques for diagnosing and resolving issues without on-site visits.
- Hands-on experience with break-fix services, including component replacement and repair for kiosk systems, terminals, and peripherals.
- Solid understanding of networking concepts, device management, and security protocols in relation to kiosk systems and mobile devices.
Responsibilities
- Provide on-site technical support expertise and training for deployments, including installation, configuration, and troubleshooting of hardware and software issues, as well as basic operational support training of staff utilizing the unit.
- Deliver remote troubleshooting and problem resolution via phone, email, and remote access tools including MDM and RMM, to clients, ensuring minimal downtime.
- Configure, deploy, and support Mobile Device Management (MDM) solutions to manage and monitor self-service kiosks running Android operating systems.
- Utilise remote management tools and MDM to seamlessly deploy and maintain our application across client networks of thousands of android kiosk devices.
- Diagnose and repair issues related to kiosk hardware and software, working closely with the 1st line Support Team and Field Engineering Technicians, the client, Product and Development teams, as well as hardware manufacturers, to ensure prompt resolution and minimal disruption to their service.
- Assist with the setup, installation, and configuration of self-service kiosks, including software deployment via MDM.
- Maintain accurate documentation of technical issues, resolutions, and customer interactions to support continuous improvement and future troubleshooting.
Other
- Virtual within the US (CST or MST preferred)
- We are unable to provide Visa sponsorship for this role
- Strong communication skills, with the ability to interact with both technical and non-technical clients.
- Ability to work independently and manage time effectively, balancing field and remote support responsibilities.
- Problem-solving mindset with a proactive approach to resolving technical challenges.
