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Junior Help Desk

Konnected Concepts -
Castro Valley, CA

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Job Details

Part-time
$17 - $20 an hour

Qualifications

Telecommunications network device configuration
Customer communication
Mobile device support
Network communication equipment reconfiguration
Inventory records
Network infrastructure
Administrative experience
Managing clients in a customer support role
Bachelor's degree
Attention to detail
Customer engagement
User support
UEM
Inventory tracking

Full Job Description

Junior Help Desk

Konnected Concepts Inc. is a California-based wireless connectivity and hardware solutions company recognized by Inc. 5000 as one of America's fastest-growing companies. We are top mobility co-sell partners with T-Mobile, Verizon, and AT&T. We serve mid-market to enterprise customers across retail, utilities, and public sector — delivering end-to-end hardware provisioning, carrier connectivity, and managed device solutions.

We are a small, high-performing team where your work directly impacts customer outcomes. This role sits at the intersection of technical operations and customer success — it is hands-on, fast-paced, and mission-critical.

ROLE OVERVIEW

We are looking for a technically sharp, customer-focused individual who can own the full lifecycle of device provisioning and customer onboarding. You will be responsible for manually enrolling Apple devices into Apple Business Manager (ABM) via Apple Configurator 2, staging and configuring routers and wireless hardware, tagging and kitting assets, and serving as a trusted point of contact for our customers post-deployment.

This is not a helpdesk role. We need someone who can troubleshoot complex MDM enrollment issues, configure enterprise-grade networking hardware, and communicate clearly with customers — all in the same day.

WHAT YOU WILL DO

Apple Device Provisioning & MDM Enrollment

Manually enroll Apple devices (iPad, iPhone) into Apple Business Manager using Apple Configurator 2
Configure and manage DEP/ADE enrollment profiles in Workspace ONE UEM (VMware)
Troubleshoot MDM enrollment failures including DEP profile issues, APNs certificate errors, Await Configuration settings, and Activation Lock
Validate device supervision status, ownership type, and enrollment type post-enrollment
Maintain accurate device records including serial numbers, assignment status, and enrollment state in ABM and WS1
Coordinate with customers on SOP adherence for device receipt, storage, and first power-on procedures

Router & Network Hardware Staging

Stage, configure, and test routers and wireless hardware from vendors including Peplink, Teltonika, Digi, and Ericsson
Apply firmware updates, VPN configurations, APN settings, and carrier-specific profiles
Perform pre-deployment validation and QA testing before hardware ships to customers
Document configurations and maintain staging SOPs

Asset Tagging, Kitting & Logistics

Perform asset tagging, ABM enrollment tagging, and MDM enrollment tagging on all devices
Kit devices with accessories, SIM cards, and documentation per customer specifications
Coordinate with shipping and logistics to ensure accurate, on-time delivery of staged hardware
Maintain inventory accuracy and report discrepancies

Customer Success & Support

Serve as primary technical point of contact for customers during and after device deployment
Walk customers through enrollment SOPs, troubleshoot issues remotely, and escalate when needed
Conduct post-deployment check-ins to confirm devices are enrolled correctly and performing as expected
Document customer issues, resolutions, and recurring patterns to improve internal SOPs
Build strong customer relationships — our customers are enterprises who depend on us to get this right

WHAT WE ARE LOOKING FOR

Required

3+ years of hands-on experience with Apple device enrollment using Apple Configurator 2 and Apple Business Manager (ABM)
Deep working knowledge of MDM platforms — Workspace ONE UEM (VMware) experience strongly preferred
Solid understanding of DEP/ADE enrollment, supervised device management, APNs certificates, and MDM profile configuration
Experience staging and configuring networking hardware (routers, cellular gateways, or similar)
Strong troubleshooting skills — you can diagnose an enrollment failure from a screenshot and know exactly where to look
Customer-facing experience — comfortable communicating technical issues clearly to non-technical stakeholders
Highly organized with strong attention to detail — asset tagging and kitting require precision
Ability to work independently and manage multiple priorities in a fast-paced environment

Nice to Have

Experience with Peplink, Teltonika, Digi, or Ericsson hardware
Familiarity with T-Mobile, Verizon, or AT&T carrier portal management
Experience with Jamf, Kandji, or other MDM platforms in addition to Workspace ONE
Apple Certified Support Professional (ACSP) or similar certification
Experience in retail, utilities, or public sector customer environments

WHAT WE OFFER

Competitive compensation commensurate with experience
Opportunity to grow within a fast-scaling, Inc. 5000 recognized company
Direct exposure to enterprise wireless connectivity, IoT, and device management at scale
Collaborative, small-team environment where your contributions are visible and valued

Job Type: Part-time

Pay: $17.00 - $20.00 per hour

Application Question(s):

How much experience do you have with the basic installation and configuration of routers or other network devices?
Please provide your LinkedIn account:

Education:

Bachelor's (Preferred)

Experience:

managing and updating hardware or network device inventory: 1 year (Preferred)

Work Location: In person

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