DRAFT

As an IT technician, you will be helping your users with mobile devices, whether phones or tablets. To support your users, you need to be familiar with mobile devices, just like computers.

This starts with the type of connectors. These devices offer Micro B or USB-C connectors for Android or Lightning connectors for Apple devices. Note that USB-C is a physical standard, but can carry signals other than USB, such as DisplayPort, HDMI video and audio, or Thunderbolt.

Other peripherals can be connected to mobile devices such as a touchscreen pen. This gives better visibility of the screen and can allow for more accurate work. An active stylus can help with work in the field of design. It includes a pressure sensor as well as several function keys. It is also possible to buy an external drawing pad.

Physical connections aren't the only ways of interconnecting these devices. 

NFC: NFC stands for Near Field Communication. It is a way to send small amounts of data between devices that are located very close to each other. NFC can be used as a payment system in stores or to transfer information between two mobile devices. You can use NFC to use your mobile phone as an identity card for example to unlock doors.

Bluetooth is a popular wireless connection method. It uses wireless technology for connections up to 10 meters. Bluetooth is used to connect headphones or earbuds or to connect to the car's audio system, which is very useful in the absence of a 3.5mm jack connector. It can also be used to connect speakers for a more powerful sound. Users may experience difficulties with the pairing process. Basic checks include: Make sure Bluetooth is enabled on each side and that devices are in discoverable mode. Make sure the correct device is selected and confirm the PIN. Test connectivity.

Mobile devices often have a GPS chip to locate equipment on maps. But localization can be even more accurate via cellular towers through the 3G/4G signal.

Data connection requires a SIM card. These come in different formats: SIM, Mini SIM, Micro SIM and Nano SIM. Therefore, you need to make sure to order the SIM card format that matches the device. More recently, the e-SIM has made its appearance. It is a virtual card that can be added to the equipment in a software way and can therefore allow dual-SIM use, for a phone that has only one SIM card slot. Not all phones and ISPs support this.

Users will likely ask you to add their Google account(s), for access to email and Drive. Make sure this is in line with the organization's security policy. When mobile phones or tablets belong to the organization it is recommended to include them in the IT asset protection policy. If necessary, show them how to use Google Workspace. Define which items to sync and make sure the sync works.

Speaking of syncing, there are other things that may need to be synced, such as files on Dropbox or other cloud services like OneDrive. If it's an iPhone, set up iCloud. Choose what is synchronized and how.

It's worth showing PC apps that make it easier to use mobile. For Windows, there's the Microsoft Phone Link app. It allows you to read your messages, synchronize your photos and make calls with a headset. Check which instant messaging programs the person uses (Whatsapp, Telegram, Threema or others). These have software for Windows. Install it and show how it works. 

The included functions for navigating the phone's file system may be limited by default on Android. It can be helpful to install an app to do this, if necessary.

In Data mode, the phone has Internet access via the cellular network. It is then possible to use the device in hotspot mode. Many mobile phones support wireless hotspots so that anyone around you can connect your mobile phone over 802.11, and your mobile phone will use your wireless provider’s network to gain access to the internet. The phone then acts as an access point for other phones by broadcasting an SSID over a secure connection. This can raise security concerns.

Let's take the case of a device in Hotspot mode that has its WiFi access enabled. Such a device acts as a link between the Internet and your internal network. So, even if you have a firewall installed, in this case the device bypasses your firewall protection, offering direct access to the network.

Mobile equipment is embedding increasingly advanced technologies and offering an ever-expanding range of services. We should broaden our thinking and consider these devices as computer equipment in their own right, in the same way as laptops or desktops, and take this into account, especially in terms of IT security. 

Another security-related challenge is data backup. It is important to ensure that not only is the mobile user's important data saved, including when using their phone and tablet, but that their configuration settings are also saved. There is a Backup item in Settings, which allows you to make sure of this. 

This is where a mobile device management solution can become indispensable. A Mobile Device Management (MDM) solution like Miradore helps keep the mobile device fleet under control. MDM solutions offer different levels of control. Miradore offers three modes: Fully managed (if the device belongs to the company and it is used for work only), Fully managed with work profile (if the device belongs to the company and it is used for both work and personal purposes), Work profile (if it is owned by the user and used both for work and personal purposes). These solutions allow you to install corporate policies to force configuration items, such as the 2SV configuration, or to send and configure applications. 

Other security considerations:

- Avoid rooting or jailbreaking a phone at all costs.

- Don't install APKs outside of official stores

- Using only reputable security scanners, some pseudo security tools implement viruses or backdoors themselves.

In case of a problem.

Space may run out. Use the Storage menu in Settings to check the available disk space and see how much space is used per application and optionally delete what is unnecessary.

The battery can sometimes drain quickly.  The Battery menu in Settings lets you see battery usage by apps and perform a battery test. It can be helpful to explain the Airplane mode that disables communications, but also Bluetooth and GPS, and sometimes WiFi. This can be a good way to save battery.

Users may complain about their WiFi access. If you have a Firewalla, you can check the WiFi coverage at the user's location by using the "Wi-Fi Test'' feature available on your phone's app home screen. This real-time test lets you check your WiFi coverage by moving around the area where the user is.

Users may want to use their phones to test apps created by app builders. To ensure a good USB transfer, you need to put the phone in debug mode. Go to Settings\About Phone and tap 7 times on build number. Then change the USB setting.

If an app doesn’t work properly, try closing and reopening the app. If it doesn’t help, restart the phone. If that's not enough, try updating the app. Finally, delete the application’s data.

It's a good idea to plan ahead for a remote support solution for mobile devices. This can be done through Bomgar, Miradore, or other means like Teamviewer. The important thing is to try before you find yourself confronted with demand. This is because there is often a bit of configuration to do beforehand. For example, for Bomgar, it is better to install the "Support" application and give it the required rights. 

If a problem persists, it may be necessary to perform a hard reset.

For iPhones hold down the Power button and hold at the same time the Home or the Volume button for 10 seconds.

For Android hold down the Power and Volume buttons until the system restarts

Here are some training videos that might interest you:

Mobile Networks

1. Connecting Mobile Devices

2. Mobile Device Accessories

3. Mobile Device Connectivity

4. Mobile Device Configurations

5. Software Troubleshooting Mobile Devices

6. Hardware Troubleshooting Mobile Devices

7. Troubleshooting Mobile Device Security