Mobile Technical Support Analyst

The Senior Technical Support Analyst (Mobile) provides advanced operational support for enterprise iOS/iPadOS devices and mobile services. This role focuses on device lifecycle support, Workspace ONE (MDM/UEM) administration from a support perspective, and carrier/telecom expense management. The position implements existing standards defined by Engineering and InfoSec and does not perform custom MDM engineering or scripting.

Day-to-Day Responsibilities

Provision, enroll, configure, and support corporate and COBO/COPE iOS/iPadOS devices using Apple Business Manager Automated Device Enrollment Perform Tier 2/3 incident, request, and problem management for mobile devices; provide escalation support to the Service Desk Apply and monitor MDM profiles, applications, and compliance policies; troubleshoot scope and compliance issues Manage mobile device lifecycle activities including staging, kitting, shipping, RMAs, decommissioning, and CMDB updates Administer wireless carrier accounts (adds/changes/deactivations, ports, SIM/eSIM lifecycle, device swaps) Optimize rate plans and features; perform monthly billing reconciliation, dispute management, and cost reporting Support mobile security incidents (lost/stolen devices, phishing) including remote lock/wipe actions Deliver high-quality remote and deskside support, including VIP and mission-critical users Maintain documentation, SOPs, runbooks, and knowledge base articles Support mobile-related projects (iOS upgrades, app rollouts, pilots) under guidance

Pay Rate: 35/hr

4-6 years of enterprise end-user support experience 3 years focused on enterprise iOS/iPadOS support Enterprise MDM experience Hands-on experience supporting large-scale mobile device fleets Experience with Apple Business Manager, including: Automated Device Enrollment Apps & Books Managed Apple IDs

Nice to Have Skills & Experience

Workspace ONE experience strongly preferred VMware / Omnissa Workspace ONE certification or advanced experience Apple Device Support or Apple Device Deployment certifications Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) VMware / Omnissa VCP-DWS Basic scripting or reporting familiarity (exported reports, simple data cleanup) Experience supporting SOX, PCI, or privacy audits Experience supporting VIP users during travel, events, or high-visibility operations

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.