Mobility Specialist

Job Title: Mobility Specialist 

Position Summary 

The Mobility Specialist provides operational support for enterprise mobile services, including mobile device provisioning, carrier support, eSIM management, and user assistance. This role works with employees, mobile service providers, and internal teams to ensure reliable mobile connectivity and timely resolution of mobility-related requests. 

The ideal candidate is customer-focused, organized, and experienced in supporting mobile devices, wireless services, and telecommunications processes. 

Key Responsibilities 

Position Location & Regional Coverage 

We are currently hiring multiple Mobility Specialists to support employees across the following regions: 

- North America (NAM) 

- Latin America (LATAM) 

- Europe, Middle East & Africa (EMEA) 

- Asia Pacific (APAC) 

Each Mobility Specialist will serve as the primary mobility operations resource for their assigned region, providing support for mobile services, carrier relationships, eSIM administration, provisioning activities, mobile number management, and end-user mobility support. While aligned to a specific region, team members will collaborate globally to ensure a consistent mobility experience and service delivery model across the organization. 

Mobile Service Administration 

• Process mobile service requests including new activations, upgrades, line changes, suspensions, and disconnects. 

• Coordinate mobile device replacements and service transfers. 

• Maintain accurate records of mobile numbers, devices, and service information. 

• Assist with mobile inventory tracking and asset management activities. 

SIM & eSIM Support 

• Provision and activate physical SIMs and eSIMs. 

• Support users with eSIM setup and activation. 

• Troubleshoot common SIM and eSIM issues. 

• Coordinate SIM replacements and device upgrade activities. 

User Support 

• Provide day-to-day support for mobile phones, tablets, and wireless services. 

• Troubleshoot mobile connectivity, voice, text messaging, and data service issues. 

• Assist users with device setup and carrier-related issues. 

• Support requests involving lost, stolen, or damaged devices. 

• Provide white-glove support for VIP users when required. 

Carrier Coordination 

• Submit support requests and service orders with mobile carriers. 

• Track carrier tickets and follow up on outstanding issues. 

• Escalate service-impacting issues when necessary. 

• Assist with number porting and mobile service changes. 

Security & Account Support 

• Assist users with PIN and PUK code requests. 

• Support carrier verification and account authentication processes. 

• Coordinate SIM swap requests using approved procedures. 

• Report suspected mobile fraud or unauthorized activity. 

Operational Support 

• Maintain mobility documentation and knowledge articles. 

• Assist with reporting and inventory audits. 

• Identify recurring issues and recommend process improvements. 

• Participate in mobility-related projects and service enhancements. 

Required Qualifications 

• Associate degree or equivalent work experience. 

• 1-3 years of experience supporting mobile devices, telecommunications services, or end-user technology. 

• Experience working with mobile phones, tablets, and wireless carriers. 

• Basic understanding of eSIM technology and mobile service provisioning. 

• Strong customer service and communication skills. 

• Ability to manage multiple requests and priorities. 

• Strong attention to detail and organizational skills. 

Preferred Qualifications 

• Experience supporting enterprise mobile phone programs. 

• Experience working with wireless carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange, or Telefónica. 

• Familiarity with telecom inventory management systems. 

• ITIL or customer support experience. 

• Experience supporting corporate mobile device deployments. 

Key Competencies 

• Customer Service 

• Mobile Device Support 

• eSIM Administration 

• SIM Management 

• Carrier Coordination 

• Problem Solving 

• Inventory Management 

• Attention to Detail 

• Communication Skills 

• Organization and Planning 

Success Measures 

• Timely completion of mobility requests 

• User satisfaction with mobility services 

• Accuracy of device and service inventories 

• Resolution of carrier and connectivity issues 

• Successful device provisioning and activations 

• Compliance with service-level expectations 

Reporting To: Mobility Services Lead / EUC Manager 

This role serves as the primary operational resource for employee mobility services, ensuring users receive timely support for mobile devices, carrier services, eSIM activation, and mobile connectivity needs. This version will typically attract Mobility Analysts, Telecom Analysts, Service Desk Leads, and junior Mobility Specialists rather than senior telecom administrators or mobility architects.