Mobility Specialist

About the role

JCI is hiring Mobility Specialists to provide operational support for enterprise mobile services, including mobile device provisioning, carrier support, eSIM management and user assistance. Each specialist acts as the primary mobility operations resource for one region (North America, Latin America, Europe, Middle East & Africa or Asia Pacific) while collaborating globally. The role reports to the Mobility Services Lead / EUC Manager.

Key responsibilities

• Process mobile service requests (activations, upgrades, line changes, suspensions, disconnects) and coordinate device replacements and service transfers
• Maintain records of mobile numbers, devices and service information, and assist with inventory tracking and asset management
• Provision and activate physical SIMs and eSIMs, troubleshoot SIM/eSIM issues and coordinate SIM replacements and upgrades
• Support users with mobile phones, tablets and wireless services, including connectivity, voice, text and data issues, and lost, stolen or damaged devices; provide white-glove support for VIP users
• Submit support requests and service orders to carriers, track carrier tickets, escalate issues and assist with number porting
• Help users with PIN and PUK codes, carrier verification and SIM swaps, and report suspected fraud
• Maintain mobility documentation and knowledge articles, help with audits, identify recurring issues and take part in mobility projects

Required profile

• Associate degree or equivalent work experience
• 1-3 years of experience supporting mobile devices, telecommunications services or end-user technology
• Experience with mobile phones, tablets and wireless carriers
• Strong customer service, communication, attention to detail and organizational skills
• Ability to manage multiple requests and priorities

Preferred qualifications

• Enterprise mobile phone program support and corporate mobile device deployment experience
• Experience with carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange or Telefónica
• Familiarity with telecom inventory management systems and ITIL or customer support experience