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.