3+ years of experience in technology support or related field
High School diploma or equivalent required
Familiarity with mobile service provisioning and support
Knowledge of mobile device management systems and software
Strong analytical and problem-solving skills
Excellent communication skills, both written and verbal
Ability to manage multiple priorities in a fast-paced environment
Responsibilities
Support mobile carrier services across the Americas under supervision
Ensure compliance with mobile device implementation and documentation processes
Assist with inquiries related to non-supported carrier subscribers
Coordinate with mobile carrier Account Managers for service needs
Process onboarding and offboarding tasks related to mobile devices
Maintain and update the mobile inventory database
Identify and recommend improvements to mobility processes
Benefits
Comprehensive health care (medical, dental, vision)
Generous paid time off and parental leave options
401(k) savings plan with voluntary benefits
Professional development opportunities including in-classroom and remote learning
Well-being classes and programs
Community engagement opportunities
Full Job Description
The Opportunity
We are seeking a Technology Support Services Project Specialist, Mobility to join our Firm. This position will be based in our New York office (hybrid). The Technology Support Services Project Specialist, Mobility supports all aspects of mobility in the Americas under the direction of the Mobility Supervisor and Regional Technology Administrator. Assists with the day-to-day management of the AT&T account, service requests, contract updates, and invoicing. Interacts with related vendors concerning support issues, contracts, and new product ranges as directed by the Mobility Supervisor and in coordination with the Regional Technology Administrator.
Supports mobile carrier service provided in the Americas under the guidance of the Mobility Supervisor and Regional Technology Administrator.
Ensures adherence to processes and procedures concerning all aspects of mobile device implementation, replacements, and documentation-including but not limited to Android, iPhones, iPads, mobile hotspots, and loaner devices-across the Americas, Europe, and Asia Pacific, escalating issues to the Mobility Supervisor and Regional Administrator as needed.
Assists with inquiries related to non-supported carrier subscribers offered outside the Firm's supported programs, escalating complex scenarios to the Mobility Supervisor for guidance.
Coordinates with the assigned mobile carrier Account Managers and Account Service Managers to address service needs related to line management and invoicing concerns when directed by Mobility Supervisor or Regional Administrator.
Works with the People Operations team to provide usage details and expenses incurred.
Processes lateral, new hire, and terminated employees with regard to line recovery, billing responsibility, and MDM activations, deactivations, and deletions.
Coordinates with the support team on device pickup and return during onboarding and offboarding.
Coordinates with HR on device collection and data wiping for departing or transitioning employees.
Assists the Mobility Supervisor and Regional Technology Administrator in tracking and reporting subscriber costs as they relate to wireless budgets.
Updates and maintains the SMT inventory database, including hardware and issued lines of service.
Tracks device assignments and location changes within the inventory system.
Performs active monitoring and sharing of mobile inventory, reporting discrepancies to the Mobility Supervisor.
Supports annual cycles, summer programs, legal assistant onboarding, and fall intakes as directed.
Assists the Mobility Supervisor with the appropriate Technology Lead for follow-up inquiries.
Performs line configuration and related operational tasks.
Notifies TSS Comms for changes to training documents for Mobility.
Assists with maintaining knowledge base articles related to mobility processes and procedures.
Identifies and recommends potential changes and improvements in methods and procedures to the Mobility Supervisor for review.
Supports department projects, day-to-day operations, and long-range planning as assigned by the Mobility Supervisor or Regional Administrator.
Follows guidelines and practices that promote efficiency, effectiveness, excellent customer service, and improved employee relations in alignment with the Firm's Core Values.
Maintains current knowledge of Firm policies and practices, current knowledge of industry trends, and pursues continued professional development.
Provides accurate and timely responses to requests for departmental services.
Regular and reliable physical presence (e.g., to meet with team members, clients, or use on-site equipment).
Demonstrates effective interpersonal, written, and verbal communication skills to facilitate effective work relationships with others.
Manages Firm resources responsibly.
Complies with and understands Firm operations, policies, and procedures.
Performs other related duties as assigned.
Qualifications
Working knowledge of how mobile service is provided and supported in all regions
Working knowledge of the Firm's technology allowance program as it relates to mobile device service provisioning
Working knowledge of Skadden Mobile Tracking, Mobile Smartphone Ordering Administration, Apple Business Manager, ISM, AT&T Premier, and Endpoint object maintenance
Working knowledge of roaming rates, charges, and feature programs that can be enabled to offset costs
Ability to assist with analysis of various mobile applications
Fundamental database schema architecture understanding
Working knowledge of computer networks, hardware, and software
Working knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint) with the ability to learn new software and operating systems
Basic knowledge of HR employment classes, assignments, and leaves
Exceptional analytical, organizational, and problem-solving skills, with strong attention to detail
Excellent written and verbal communication skills, coupled with sound judgment, professionalism, and discretion in handling confidential matters
Demonstrated ability to manage competing priorities effectively in a fast-paced environment, both independently and collaboratively
Flexibility to travel to office when needed
Flexibility to adjust hours and work the hours necessary to meet operating and business needs
Education and Experience Required
High School diploma or equivalent
A minimum of three years of related experience
Benefits
The overall well-being of our team is important to us. We offer generous benefits to help you achieve wellness in all areas of your life.
Competitive salaries and year-end discretionary bonuses.
Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
Generous paid time off.
Paid leave options, including parental.
In-classroom, remote, and on-demand learning and professional development opportunities.
Robust well-being classes and programs.
Opportunities to give back and make an impact in local communities.
For further details, please visit: https://www.skadden.com/careers/staff/employee-benefits
The starting base salary for this position is expected to be within the range listed under Salary Details. Actual salary will be determined based on skills, experience (to the extent relevant) and other-job related factors, consistent with applicable law.
