Telecommunications Mobility Analyst

Looking for: Telecommunications Mobility Analyst

Job Type: Contract

Location: San Francisco, CA 94105

Job description:

Seeking a Telecommunications Mobility Analyst. This role is hybrid, reporting to the San Francisco office 1-2 times per week.

This role is responsible for ordering, provisioning, and supporting mobile devices running on various mobile operating systems (i.e. Apple iOS, Android OS, etc.) across all enterprise users.

Key responsibilities include providing technical support to end users (including executives), troubleshooting, incident management, request management and maintaining equipment managed through the Company's designated MDM and non-MDM solutions. This role is also responsible for maintaining account statuses across multiple carrier portals.

Required qualifications and skills:

Manage incident tickets and service requests within expected SLAs using Service-Now

Execute project work within expected timelines using JIRA and Confluence

Manage cellular lines of service to include but not limited to: Correct charge for service plan, adding/removing lines of service and auditing / adjusting global plans as needed based on Management approval

Activate new service for various mobile devices and refresh these devices based on company policy

Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, etc.

Assist in maintaining Knowledge Base Articles to include end user tips and tricks, FAQs, 1st level troubleshooting steps and Standard Operating Procedures (SOPs)

Participate in rotating after hours on-call schedule and support as a member of the Telecommunications and Mobile team

We re excited about you if you have:

3+ years' experience supporting Mobile devices and services across multiple OS and Hardware types (Apple, Android, Windows etc.)

Working knowledge of Mobile Device Management

Comfort as a self-starter, able to work independently and interactively with Store and Corporate Office staff members.

Ability to function as a resourceful and proactive team member (finds/suggests ways to make the job/task more efficient, assist with the completion of workflow)

Strong interpersonal skills, organizational skills with attention to detail and the ability to prioritize.

Flexibility in work schedule, off-hours for project implementation and on call rotational support (24x7)

Education

Bachelor's degree preferred