Mobility Support Specialist

Mobility Support Specialist

The Mobility Support Specialist serves as the subject matter expert for Zebra mobile devices across the organization. This role is responsible for the deployment, configuration, lifecycle management, and advanced troubleshooting of Zebra handhelds, tablets, scanners, and related peripherals. The engineer ensures that devices are reliable, secure, and fully integrated into enterprise IT systems to support critical business operations in warehouse, retail, logistics, and field service environments. In addition, this position will also be responsible for managing other mobile devices in the organization including laptops, i-Pads, and cellular phones. They will participate in other support duties in the end-user computing space including the triage and resolution of incidents, provisioning of desktops, laptops and Apple equipment, and in the on-call rotation.

Duties and Responsibilities:

• Install, configure, and support Zebra handhelds, tablets, printers, and accessories (e.g., TC series, MC series, ET tablets).
• Manage Mobile Device Management (MDM) platforms for provisioning, policy enforcement, patching, and app/software distribution across all mobile platforms.
• Provide Tier 2/3 escalation support for device issues, including connectivity, app performance, scanning accuracy, OS updates, and hardware failures.
• Partner with application teams to ensure seamless integration of Zebra devices with enterprise platforms (ERP, POS, WMS, etc.).
• Collaborate with IT infrastructure, networking, and security teams to optimize Wi-Fi, VLAN, firewall, and authentication configurations impacting device connectivity.
• Implement and enforce device security standards (PIN/passwords, encryption, patch compliance, MTD solutions) and align with industry compliance (PCI-DSS, HIPAA, etc.).
• Maintain inventory and lifecycle management, including asset tracking, warranty/repair workflows, and refresh cycles.
• Monitor device health, usage, and performance using MDM dashboards and analytics; proactively address trends or recurring issues.
• Create and maintain technical documentation, troubleshooting guides, and configuration standards.
• Train and support end users and field staff on best practices for device usage.
• Cross-training peers on best practices
• Lead or support projects such as OS upgrades, model rollouts, large-scale refreshes, or store/warehouse openings.
• Coordinate with technical support and vendors for escalations, firmware upgrades, and advanced troubleshooting.
• Triage and resolve incident for all end-user hardware and software.

Position Qualifications:

• 3+ years supporting mobile devices, handhelds, or rugged scanners (Zebra or equivalent).
• Hands-on experience with Zebra Android-based devices, firmware updates, and Zebra Mobility DNA tools.
• Strong experience with MDM platforms. Must have strong experience in administering Intune. Working knowledge of other platforms (Soti) is a plus.
• Knowledge of enterprise wireless networking (Wi-Fi 6, roaming, 802.1x/EAP authentication, RF troubleshooting).
• Familiarity with IT security practices and endpoint hardening.
• Strong troubleshooting and root cause analysis skills across hardware, software, and network layers.
• Excellent written and verbal communication skills for technical and non-technical audiences.
• Ability to support both, operational stability and strategic IT initiatives.
• Process documentation and knowledge sharing.

Education and/or Experience:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Preferred: Zebra certifications (e.g., Zebra Certified Specialist), knowledge of APIs, or experience supporting rugged devices in warehouse/retail environments.