Sr. Tech Support (MDM) - job 1 of 2

A Sr. Tech Support Engineer at the New York City Department of Correction will be primarily responsible for supporting the Mobile Device Management environment. This includes managing critical applications, ensuring that they are available 24/7, and providing expert technical assistance for mobile devices used throughout the department. You’ll also be maintaining systems based on MS Windows Server and Active Directory, troubleshooting issues, performing installations, and configurations, and contributing to the overall enhancement of the DOC's technology infrastructure.

To qualify for the Sr. Tech Support position at the New York City Department of Correction, candidates must hold a baccalaureate degree from an accredited institution along with two years of full-time experience in LAN or WAN roles. Alternatively, a high school diploma combined with six years of IT experience may also be acceptable. Additionally, candidates must currently hold the Certified IT LAN/WAN title and have substantial experience with MDM platforms such as VMware Workspace One, supported by Microsoft certifications.

Yes, certifications are important for the Sr. Tech Support Engineer role at the New York City Department of Correction. Candidates are required to have professional/vendor certifications in local area network administration. While MDM certification is preferred, it’s not a strict requirement, but having Microsoft certifications is essential to validate your competencies and support the DOC’s advanced technical requirements.

In addition to the required qualifications, the New York City Department of Correction prefers candidates to have over five years of experience with MS Windows Server and Active Directory, combined with at least three years of experience administering MDM platforms like VMware Workspace One. Additionally, a proactive approach to problem-solving, strong communication skills, and the ability to work in a dynamic environment are highly valued attributes for this role.

The work environment for the Sr. Tech Support Engineer at the New York City Department of Correction is collaborative and dynamic. You’ll work alongside a diverse team of over 7,500 professionals dedicated to ensuring the safety and security of our facilities. The DOC values inclusivity and fosters a workplace where employees are supported to succeed while contributing to meaningful reform initiatives aimed at improving public safety and community re-entry opportunities.

When answering this question, focus on highlighting your hands-on experience with VMware Workspace One. Discuss specific tasks you've performed, such as setting up devices, managing security configurations, or troubleshooting issues. Providing examples of successfully resolved challenges can showcase your technical skills and problem-solving abilities.

Outline a structured troubleshooting process you follow, such as identifying the problem, gathering information, and testing solutions. Emphasize your ability to remain calm under pressure and prioritize tasks based on urgency to ensure that critical systems remain operational.

Discuss your familiarity with security protocols relevant to mobile device management, such as encryption, access controls, and the importance of regular updates. Mention specific practices you follow to safeguard sensitive information and maintain compliance with organizational policies.

Describe your commitment to continual learning, whether through professional certifications, attending workshops, or engaging with IT communities online. Share specific resources you utilize to keep up with trends and technologies in the field to enhance your technical expertise and service.

Give an example of a technical topic you have simplified in the past. Focus on your communication skills and your ability to break down complex ideas into easily understandable terms. This will reflect your capacity to work effectively with diverse teams within the DOC.

Emphasize the importance of collaboration by sharing a personal anecdote where teamwork led to successful outcomes. Discuss how different perspectives can enhance problem-solving and create a supportive work environment, specifically within the context of the DOC.

Indicate your willingness to collaborate with colleagues or escalate the issue to more experienced team members. Talk about the importance of resourcefulness and knowing when to seek assistance, and how that ultimately helps maintain systems' integrity.

Share specific examples of how you've utilized Active Directory in your past positions, whether for user management, security management, or integrating applications. Highlight any challenges faced and how you overcame them, demonstrating your proficiency and experience.

Discuss specific processes or tools you introduced that optimized workflows, reduced response times, or enhanced service delivery. Providing measurable outcomes will highlight your effectiveness and proactive nature as a Sr. Tech Support Engineer.

Connect your personal motivations to the mission of the New York City Department of Correction. Discuss how your skills align with their needs and how you are inspired to contribute positively to the community while advancing your career in the tech sector.