IT Cloud & Mobility Support Officer

London Northwestern Railway; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading transport company is seeking an IT Cloud & Mobility Support Officer to manage mobile devices and support IT operations. This full-time role based in Birmingham involves troubleshooting, inventory management, and ensuring device security. The ideal candidate will have experience with mobile technologies and excellent customer service skills. Benefits include competitive salary, free travel, and career development opportunities.

Benefits

Free travel on all trains

Pension scheme

75% off train tickets

Retail discounts

Career development opportunities

Qualifications

• Experience in mobile operating systems and Mobile Device Management technologies.
• Knowledge of mobile networks and their characteristics.

Responsibilities

• Manage and support mobile device estate and maintain inventories.
• Resolve mobile faults and fulfill requests to the IT Service Desk.
• Ensure security and compliance of mobile devices.

Skills

Mobile Device Management

Android

Customer Service

Problem Solving

Communication

Education

6 months experience

Tools

Microsoft 365

Job description

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit a IT Cloud & Mobility Support Officer on a full-time, permanent basis based at our Head Office in Birmingham.

Travel between all sites, including station, depots and company sites will be expected although the role will be based at company HQ in the Birmingham area.

Reporting to the Head of IT, this role will provide support for faults or requests that the IT Operations Team are unable to resolve or fulfil to the SMART mobile device estate.

What does the role involve?

• Day to day management and support of mobile device estate and maintenance of related inventories.
• Efficiently record, investigate, resolve mobile faults and fulfil requests reported to the IT Service Desk with the aim of resolving within the agreed service level agreements.
• Ensuring the recovery, decommissioning and wiping of lost or stolen devices along with the environmentally friendly disposal of broken and obsolete devices.
• Retrieving leaver devices following the leavers process.
• Sim management involving connecting new sim cards, applying the correct tariff, disconnecting sim cards, requesting sim swaps and placing and removing lost and stolen bars.
• Ensuring the data usage is in line with the sim contract and making the required changes.
• Removing and adding data usage bars.
• Providing data and usage reports.
• Supporting the Mobile Device Management policies and restrictions and overall security of the devices.
• Testing and rollout of new devices to the business.
• Stock control – ensuring the right quantity of mobile devices and accessories is available

What skills and experience do I need to do the job?

• Experience in mobile operating systems and Mobile Device Management technologies.
• Experience in Android technology.
• Knowledge of mobile networks and their characteristics.
• Experience & knowledge of Microsoft technologies, including cloud-based services such as Microsoft 365.
• Providing excellent customer service.
• Excellent problem solving and troubleshooting skills.
• Excellent interpersonal, organisational and communication skills.
• Good Administration skills
• Ability to work well within a team

What are the salary and benefits?

• A Competitive salary + Benefits
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• Pension – one of the best schemes available
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.