Senior Technical Support Analyst; Mobile

Seeking a Senior Technical Support Analyst (Mobile) for a contract opportunity with our Cincinnati, Ohio client. The role provides 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/Info Sec and does not create new configuration profiles or perform high‑level MDM engineering.

• 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 elevate 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.
• 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).

• 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.

• 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.

• Reconcile device inventory with carrier billing and MDM records; remediate orphaned lines/devices.

• 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.

• 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.

• 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…