Cellular Support Specialist

The Cellular Support Specialist provides expert technical support for Nielsen's cellular and mobile device infrastructure. This role is responsible for troubleshooting connectivity issues, managing mobile device policies, and ensuring seamless cellular service delivery for our global workforce through ServiceNow and other support channels.

Responsibilities

• Technical Support & Troubleshooting

  • 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

• Device Management & Support

  • Process mobile device replacement requests through ServiceNow

  • Support Nielsen work profile setup on Apple and Android devices

  • Manage cellular service provisioning and carrier coordination

  • Maintain device inventory and lifecycle management

• Customer Service & Documentation

  • Provide tier 1 and tier 2 support via SNow, EMail, Chat, and Phone

  • Document troubleshooting procedures and knowledge base articles

  • Escalate complex cellular network issues to appropriate teams

  • Maintain SLA compliance for support ticket resolution