Mobile Device Specialist

Company Overview

Under minimal supervision, the Mobile Device Specialist provides frontline support and operational execution for Telecom-managed mobile and wireless services. This role supports the full lifecycle of mobile devices, including provisioning, troubleshooting, inventory management, and logistics coordination, while ensuring compliance with Telecom policies and service standards. The specialist works cross-functionally with internal stakeholders and third-party vendors to deliver secure, reliable, and cost-effective mobile solutions aligned with organizational needs.

Job Details

Duties & Responsibilities:

• Provide frontline Telecom support, manage ServiceNow tickets, troubleshoot mobile devices and wireless services, and resolve incidents in alignment with established SOPs. - 40%
• Configure and deploy smartphones, tablets, and wireless-enabled devices, including support for MFA, mobile applications, and connectivity services. - 10%
• Support asset lifecycle activities including inventory tracking, device staging, retrieval, redeployment, and maintaining accurate service and asset records. - 20%
• Coordinate forward and reverse logistics, including shipment tracking, returns, replacements, and device recovery processes. - 10%
• Provide escalation support to internal teams and third-party vendors, ensuring timely resolution and adherence to service expectations. - 10%
• Develop and maintain knowledge base documentation, follow Telecom policies and SOPs, and support training efforts for internal and vendor teams. - 5%
• Assist with cross-functional Telecom initiatives, lifecycle programs, and other operational priorities as assigned.

Knowledge, Skills and Abilities (KSAs):

• Strong troubleshooting and problem-solving skills in a mobile/wireless environment
• Ability to manage multiple tasks and priorities in a fast-paced operational setting
• Effective communication skills with internal teams and external vendors
• Ability to consistently demonstrate good problem-solving skills
• Working knowledge of mobile device management, wireless services, and asset tracking
• Ability to follow structured processes and adhere to compliance requirements
• Strong attention to detail and documentation accuracy
• Ability to work independently and in a team environment with minimal supervision
• Proficiency in Microsoft Office and enterprise systems (e.g., ServiceNow)
• Ability to adapt to changing technologies and evolving business needs

Qualifications

Work Experience &/or Education:

• Bachelor's degree preferred (Information Technology, Business, or related field)
• 1-3 Experience supporting mobile/wireless technologies and end-user devices preferred
• 1-3 Experience with ticketing systems (e.g., ServiceNow), inventory systems, and device lifecycle processes preferred
• Relevant technical certifications in mobile device management, or telecommunications are a plus