Senior Technical Support Analyst

Location: On-site

Employment Type: Contract (3-6 months)

Seniority Level: Mid-Senior

Industry: IT Services & Consulting

Job Functions: Analyst, Technical Support

JOB SUMMARY

Provide advanced technical support for enterprise iOS/iPadOS devices and services across a 7x24x365 operation. Scope includes device lifecycle activities, day‑to‑day work in Workspace One (enterprise MDM experience required; VMware Workspace ONE preferred), and carrier account management (procurement, plan optimization, billing reconciliation, SIM/eSIM lifecycle, and compliance). This role implements and supports standards defined by engineering/InfoSec and does not create new configuration profiles or perform high‑level MDM engineering.

JOB RESPONSIBILITIES

1) Mobile Device Lifecycle & UEM Administration (Support Focus)

• Provision, enroll, and configure corporate and COBO/COPE devices using Apple Business Manager Automated Device Enrollment.
• Apply and monitor MDM profiles, apps, and compliance policies as defined by engineering; troubleshoot assignment/scope issues and escalate when needed.
• Perform Tier 2/3 incident, request, and problem management for iOS/iPadOS; provide escalation support to the Service Desk.
• Support device security (passcodes/biometrics, OS updates, encryption status) and remediate non‑compliance in line with established policies.
• Execute device kitting, staging, shipping/receiving, and RMA processes with accurate CMDB/asset updates.

2) Carrier Account & Telecom Expense Management (TEM)

• Own day‑to‑day carrier account administration across supported wireless providers (e.g., line adds/changes/deactivations, number porting, device/SIM swaps, eSIM activations, IMEI/SIM tracking).
• Monitor and optimize rate plans, pooled data, features, and international roaming; recommend changes to minimize cost while meeting business needs.
• Perform monthly billing reconciliation (usage anomalies, overages, credits/disputes), cost allocation, and reporting; partner with Finance and Procurement.
• Coordinate device procurement (corporate buying programs, upgrades, trade‑in/buyback, warranty/insurance) and maintain accurate inventories.
• Ensure regulatory and emergency services readiness (e.g., E911 records where applicable), fraud prevention (SIM/eSIM security), and loss/theft controls.
• Maintain carrier portals, account hierarchies, and user permissions; document processes and KPIs (cycle time, cost per line, optimization savings).

3) Security, Compliance & Access (Implementation)

• Participate in security incident response for mobile threats (phishing, lost/stolen devices); execute remote lock/wipe and evidence preservation.
• Contribute to audit, risk, and compliance activities (SOX, PCI, privacy) by maintaining accurate records and consistent controls.

4) Service Delivery & End‑User Experience

• Deliver high‑quality deskside/remote support for executives and front‑line staff; prioritize critical operational roles.
• Maintain and continuously improve SLA/OLA performance (response, restore, request fulfillment); publish support playbooks and knowledge articles.
• Provide VIP/mission‑critical support during operations, travel, and events, including on‑call rotation in a 7x24x365 environment.

5) Asset, Inventory & CMDB

• Track mobile assets end‑to‑end (request → deployment → in‑service → repair → decommission/sanitation) and maintain accurate CMDB and stock levels.
• Reconcile device inventory with carrier billing and MDM records; remediate orphaned lines/devices.

6) Projects & Continuous Improvement (Execution)

• Support mobile‑related projects (iOS updates, app rollouts) by executing tasks under guidance, participating in UAT/pilots.
• Recommend process improvements and self‑service opportunities; update SOPs/KBs to reduce repeat tickets and improve reliability (no custom MDM engineering or scripting expected).
• Evaluate new devices and accessories; document results and provide feedback into standards.

7) Documentation & Knowledge Management

• Create and maintain standard operating procedures (SOPs), runbooks, and end‑user guides with inclusive, plain language.
• Publish and maintain knowledge base articles for the Service Desk and end users; deliver targeted training where needed.

8) Vendor, Carrier & Stakeholder Management

• Build strong partnerships with carriers, OEMs, and MDM vendors; manage escalations and service requests to resolution.
• Collaborate with Security, Networking, Procurement, Finance, HR, and Business Operations to align mobile services with business outcomes.
• Track and report KPIs (ticket volume, MTTR, compliance rate, device health, cost per line, optimization savings) and drive data‑informed decisions.

9) Mentorship & Team Development

• Mentor associate and mid‑level analysts on iOS/iPadOS support workflows, MDM usage, and carrier processes; contribute to cross‑training and skill growth.
• Promote a culture of safety, inclusion, and continuous learning.

Note: This list is not exhaustive; additional duties may be assigned based on business needs.

QUALIFICATIONS

Education

• Associate’s degree in Information Technology or a related field; or equivalent practical experience.

Work Experience

• 4–6 years in enterprise end‑user support with at least **3 years focused on iOS/iPadOS enterprise **support.
• Required: Enterprise MDM experience, Preferred: Experience with VMware Workspace ONE supporting large‑scale iOS fleets.
• Carrier account administration and telecom expense management (activations, ports, plan optimization, billing reconciliation).

Knowledge, Skills, and Abilities (KSAOs)

• Deep knowledge of iOS/iPadOS end‑user and admin features (managed apps, per‑app VPN, app configs, managed open‑in, DLP, device compliance) with an emphasis on support and implementation.
• Working knowledge of MDM platforms to apply existing profiles/policies, assign apps, troubleshoot scoping/compliance, and escalate engineering issues appropriately.
• Familiarity with Apple Business Manager (Apps & Books, Managed Apple IDs, Automated Device Enrollment) and related support workflows.
• Practical understanding of carrier services: SIM/eSIM lifecycle, IMEI tracking, number assignment/porting, international roaming, and cost controls.
• Data analysis for telecom billing reconciliation (Excel/Sheets, pivot tables, lookups) and KPI reporting.
• Excellent communication, customer service, and stakeholder management; ability to explain technical topics in plain language.
• Basic scripting/reporting familiarity is a plus (e.g., exported reports, simple data cleanup); no custom MDM scripting required.
• Knowledge of ITIL practices (incident, problem, change, request, CMDB/asset).
• Ability to lift and carry mobile equipment/shipments (up to ~20 lbs).

Certifications (Preferred)

• Apple Device Support/Deployment certifications.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102) or equivalent.
• VMware/Omnissa VCP‑DWS (preferred).

WORKING CONDITIONS

• Supports a 7x24x365 operation with occasional after‑hours work and on‑call rotation.
• May require limited travel for deployments, vendor meetings, or training.