Mobile Associate Engineer

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Job Summary: CVS Health is seeking a dedicated Mobile Operations Associate Engineer to join our team, focusing exclusively on resolving mobile device-related issues. This role involves assisting users with procuring devices, enrolling them into the Mobile Device Management (MDM) solution, and troubleshooting various mobile device problems. The ideal candidate will be proficient in using the ServiceNow ticketing system and Microsoft Intune, as well as familiarity with carrier portals and associated actions. 

Key Responsibilities: 

• Provide third-level support for mobile device-related issues, including ordering, setup, and enrollment into MDM solutions. 

• Troubleshoot and resolve technical problems related to mobile devices (smart phones and tablets, iOS and Android) 

• Assist users with device configuration, software updates, and connectivity issues. 

• Utilize the ServiceNow ticketing system to log, track, and manage support requests. 

• Reference and update knowledge base articles to ensure accurate and up-to-date information is available for users. 

• Communicate effectively with users to understand their issues and provide clear, concise remediation. 

• Collaborate with other Mobile team members to escalate and resolve complex issues. 

• Maintain a high level of customer satisfaction through professional and courteous interactions. 

Required Qualifications: 

• 1+ year Intune or similar Mobile Device Management (MDM) experience 

• 2+ years in a customer-facing support role 

Preferred Qualifications: 

• Basic understanding of carrier portals and actions that can be taken within the portals. 

• Proven experience in a technical support role, preferably focused on mobile devices. 

• Proficiency in using the ServiceNow ticketing system 

• Excellent problem-solving skills and attention to detail. 

• Ability to reference and utilize knowledge base articles effectively. 

• Strong communication skills, both written and verbal. 

• Ability to work independently and as part of a team. 

• Customer-focused with a commitment to providing high-quality support. 

Education: 

• Associate’s degree in Information Technology, Computer Science, or equivalent work experience 

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$55,620.00 - $111,240.00

This pay range represents the base hourly rate or base