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 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