Cellular Support Specialist - Remote

Overview

The Cellular Support Specialist provides expert technical support for Nielsen's cellular and mobile device infrastructure, responsible for troubleshooting connectivity issues and ensuring seamless cellular service delivery for our global workforce.

In Short

• Resolve cellular connectivity issues for company-issued devices.
• Support mobile device management (MDM) policies and Google Device Policy implementation.
• Troubleshoot Okta MFA setup and authentication issues on mobile devices.
• Assist with ServiceNow mobile app installation and configuration.
• Process mobile device replacement requests through ServiceNow.
• Support Nielsen work profile setup on Apple and Android devices.
• Manage cellular service provisioning and carrier coordination.
• Provide tier 1 and tier 2 support via SNow, Email, Chat, and Phone.
• Document troubleshooting procedures and knowledge base articles.
• Maintain SLA compliance for support ticket resolution.

Requirements

• Associate's degree in Telecommunications, IT, or related field.
• 3+ years in cellular/mobile device technical support.
• Experience with Mobile device management (MDM) platforms.
• iOS and Android troubleshooting skills.
• Familiarity with ServiceNow or similar ITSM platforms.
• Strong customer service and communication abilities.
• Proficient in MS Office, Google Workspace, and Okta authentication.
• Knowledge of BYOD security policies and corporate device management.
• Certifications in mobile device management or cellular technologies.
• Experience with multi-carrier environments and enterprise mobility.

Benefits

• Comprehensive health and wellness plans.
• 401(k) with a Nielsen company match.
• Generous paid time off policy.
• Potential for company-provided vehicle.
• Discretionary incentive/bonus eligibility.