Enterprise Mobility Support Associate

Job Overview

Enterprise Mobility Support

**Location:** Remote — U.S.-based

Employment Type: Full-time, 40 hours per week, with occasional additional hours as business needs require

Experience: 5–7 years of relevant experience

Position Overview

We are seeking an experienced Enterprise Mobility Support professional to support the day-to-day administration and end-to-end lifecycle management of enterprise mobile devices, including smartphones, tablets, and related wireless services.

This position coordinates device requests, carrier services, asset records, user support, and device logistics. The ideal candidate has hands-on ServiceNow experience, strong asset management skills, and the ability to independently manage requests from initial submission through fulfillment and closure.

Key Responsibilities

Mobility Administration and Support

• Administer and support enterprise smartphones, tablets, and associated wireless services.

• Coordinate device orders, activations, upgrades, replacements, number transfers, service changes, and disconnects.

• Troubleshoot device, connectivity, activation, and wireless service issues, coordinating escalations when necessary.

• Work with wireless carriers, vendors, internal teams, and end users to resolve issues and fulfill requests.

• Communicate request status, next steps, and resolution details clearly and professionally.

End-to-End Device Lifecycle Management

• Coordinate device lifecycle activities from procurement and deployment through reassignment, recovery, and retirement.

• Support employee onboarding and offboarding by coordinating device assignments, service changes, and equipment returns.

• Manage replacement, refresh, warranty, repair, and return activities.

• Track outstanding shipments, returns, and fulfillment tasks to ensure timely completion.

• Coordinate with technical and logistics teams to ensure devices are prepared, delivered, recovered, and processed according to established procedures.

ServiceNow and Asset Management

• Use ServiceNow daily to manage incidents, service requests, fulfillment tasks, and asset records.

• Maintain accurate device inventory, including assigned users, device identifiers, wireless numbers, lifecycle status, and related service information.

• Reconcile asset records against carrier information, fulfillment records, and device returns.

• Identify and resolve missing, incomplete, or inconsistent asset information.

• Document troubleshooting, approvals, fulfillment activity, and resolution details.

• Monitor assigned queues and follow established service-level agreements and escalation procedures.

Reporting and Process Improvement

• Prepare and maintain reports on inventory, open requests, device returns, and lifecycle activities.

• Identify recurring issues, process gaps, and opportunities to improve service delivery and asset accuracy.

• Contribute to operating procedures, knowledge articles, and support documentation.

• Manage competing priorities while maintaining accuracy, responsiveness, and follow-through.

Required Qualifications

• 5–7 years of experience in enterprise mobility support, wireless administration, managed mobility services, or a closely related role.

• Hands-on ServiceNow experience managing tickets, requests, tasks, and asset records.

• Demonstrated experience coordinating the end-to-end lifecycle of smartphones, tablets, and wireless services.

• Experience maintaining and reconciling mobile-device inventory and asset records.

• Working knowledge of wireless carrier processes, including activations, upgrades, number transfers, service changes, and disconnects.

• Ability to troubleshoot common mobile-device and wireless-service issues and coordinate appropriate escalations.

• Strong organizational skills, attention to detail, and ability to manage multiple requests independently.

• Clear written and verbal communication skills and a customer-focused approach.

• Proficiency with Microsoft Excel and standard business productivity tools.

• Ability to work effectively in a remote environment and meet established coverage and response expectations.

Preferred Qualifications

• Experience supporting multiple enterprise customers in a managed services environment.

• Familiarity with mobile device management or unified endpoint management platforms, such as Microsoft Intune, Jamf, or Workspace ONE.

• Experience coordinating with device fulfillment, depot, repair, and logistics providers.

• Familiarity with ServiceNow asset reporting, dashboards, and workflow-based fulfillment.

• Experience supporting large device inventories, refresh initiatives, or mobility transitions.

Success in This Role

• Accurate, current, and complete device and service records.

• Timely fulfillment and resolution of requests within established service levels.

• Consistent follow-through on device orders, shipments, returns, and escalations.

• Clear communication with users, customers, carriers, and internal teams.

• Reliable coordination across every stage of the mobile-device lifecycle.

Pay: $30.00 - $34.00 per hour

Expected hours: 40.0 – 45.0 per week

Work Location: Remote