Latest job information from Revel IT for the position of Senior Technical Support Analyst. If the Senior Technical Support Analyst vacancy in Columbus matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Revel IT for the position of Senior Technical Support Analyst below matches your qualifications.
Job Description
OUR GOAL: Treat our consultants and clients the way we would like others to treat usInterested in joining our team? Check out the opportunity below and apply today Seeking a Senior Technical Support Analyst (Mobile) for a contract opportunity with our Columbus, Ohio client. The role provides advanced technical support for enterprise iOS/iPadOS devices and services across a 7x24x365 operation. Scope includes device lifecycle activities, day‑to‑day work in Workspace One (enterprise MDM experience required; VMware Workspace ONE preferred), and carrier account management (procurement, plan optimization, billing reconciliation, SIM/eSIM lifecycle, and compliance). This role implements and supports standards defined by engineering/InfoSec and does not create new configuration profiles or perform high‑level MDM engineering. JOB RESPONSIBILITIES 1) Mobile Device Lifecycle & UEM Administration (Support Focus)
Provision, enroll, and configure corporate and COBO/COPE devices using Apple Business Manager Automated Device Enrollment.
Apply and monitor MDM profiles, apps, and compliance policies as defined by engineering; troubleshoot assignment/scope issues and escalate when needed.
Perform Tier 2/3 incident, request, and problem management for iOS/iPadOS; provide escalation support to the Service Desk.
Support device security (passcodes/biometrics, OS updates, encryption status) and remediate non‑compliance in line with established policies.
Execute device kitting, staging, shipping/receiving, and RMA processes with accurate CMDB/asset updates.
Own day‑to‑day carrier account administration across supported wireless providers (., line adds/changes/deactivations, number porting, device/SIM swaps, eSIM activations, IMEI/SIM tracking).
Monitor and optimize rate plans, pooled data, features, and international roaming; recommend changes to minimize cost while meeting business needs.
Perform monthly billing reconciliation (usage anomalies, overages, credits/disputes), cost allocation, and reporting; partner with Finance and Procurement.
Coordinate device procurement (corporate buying programs, upgrades, trade‑in/buyback, warranty/insurance) and maintain accurate inventories.
Ensure regulatory and emergency services readiness (., E911 records where applicable), fraud prevention (SIM/eSIM security), and loss/theft controls.
Maintain carrier portals, account hierarchies, and user permissions; document processes and KPIs (cycle time, cost per line, optimization savings).
3) Security, Compliance & Access (Implementation)
Participate in security incident response for mobile threats (phishing, lost/stolen devices); execute remote lock/wipe and evidence preservation.
Contribute to audit, risk, and compliance activities (SOX, PCI, privacy) by maintaining accurate records and consistent controls.
4) Service Delivery & End‑User Experience
Deliver high‑quality deskside/remote support for executives and front‑line staff; prioritize critical operational roles.
Maintain and continuously improve SLA/OLA performance (response, restore, request fulfillment); publish support playbooks and knowledge articles.
Provide VIP/mission‑critical support during operations, travel, and events, including on‑call rotation in a 7x24x365 environment.
5) Asset, Inventory & CMDB
Track mobile assets end‑to‑end (request → deployment → in‑service → repair → decommission/sanitation) and maintain accurate CMDB and stock levels.
Reconcile device inventory with carrier billing and MDM records; remediate orphaned lines/devices.
6) Projects & Continuous Improvement (Execution)
Support mobile‑related projects (iOS updates, app rollouts) by executing tasks under guidance, participating in UAT/pilots.
Recommend process improvements and self‑service opportunities; update SOPs/KBs to reduce repeat tickets and improve reliability (no custom MDM engineering or scripting expected).
Evaluate new devices and accessories; document results and provide feedback into standards.
7) Documentation & Knowledge Management
Create and maintain standard operating procedures (SOPs), runbooks, and end‑user guides with inclusive, plain language.
Publish and maintain knowledge base articles for the Service Desk and end users; deliver targeted training where needed.
8) Vendor, Carrier & Stakeholder Management
Build strong partnerships with carriers, OEMs, and MDM vendors; manage escalations and service requests to resolution.
Collaborate with Security, Networking, Procurement, Finance, HR, and Business Operations to align mobile services with business outcomes.
Track and report KPIs (ticket volume, MTTR, compliance rate, device health, cost per line, optimization savings) and drive data‑informed decisions.
9) Mentorship & Team Development
Mentor associate and mid‑level analysts on iOS/iPadOS support workflows, MDM usage, and carrier processes; contribute to cross‑training and skill growth.
Promote a culture of safety, inclusion, and continuous learning.
Note: This list is not exhaustive; additional duties may be assigned based on business needs. QUALIFICATIONS
Associate's degree in Information Technology or a related field; or equivalent practical experience.
4-6 years in enterprise end‑user support with at least **3 years focused on iOS/iPadOS enterprise **support.
Required: Enterprise MDM experience, Preferred: Experience with VMware Workspace ONE supporting large‑scale iOS fleets.
Carrier account administration and telecom expense management (activations, ports, plan optimization, billing reconciliation).
Knowledge, Skills, and Abilities (KSAOs)
Deep knowledge of iOS/iPadOS end‑user and admin features (managed apps, per‑app VPN, app configs, managed open‑in, DLP, device compliance) with an emphasis on support and implementation.
Working knowledge of MDM platforms to apply existing profiles/policies, assign apps, troubleshoot scoping/compliance, and escalate engineering issues appropriately.
Familiarity with Apple Business Manager (Apps & Books, Managed Apple IDs, Automated Device Enrollment) and related support workflows.
Practical understanding of carrier services: SIM/eSIM lifecycle, IMEI tracking, number assignment/porting, international roaming, and cost controls.
Data analysis for telecom billing reconciliation (Excel/Sheets, pivot tables, lookups) and KPI reporting.
Excellent communication, customer service, and stakeholder management; ability to explain technical topics in plain language.
Basic scripting/reporting familiarity is a plus (., exported reports, simple data cleanup); no custom MDM scripting required.
Knowledge of ITIL practices (incident, problem, change, request, CMDB/asset).
Ability to lift and carry mobile equipment/shipments (up to ~20 lbs).
Certifications (Preferred)
Apple Device Support/Deployment certifications.
Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102) or equivalent.
VMware/Omnissa VCP‑DWS (preferred).
WORKING CONDITIONS
Supports a 7x24x365 operation with occasional after‑hours work and on‑call rotation.
May require limited travel for deployments, vendor meetings, or training.
Reference: 1051428 Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your experience doesn't align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
#gdr4900
Job ID:
1051428
Job Info:
Company: Revel IT
Position: Senior Technical Support Analyst
Work Location: Columbus
Country: US
How to Submit an Application:
After reading and understanding the criteria and minimum qualification requirements explained in the job information Senior Technical Support Analyst at the office Columbus above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.
THIS JOB POSTING HAS EXPIRED (Over 30 days ago).
Please search for the latest job opportunities on our
Homepage.
Desc: Geode Health is a rapidly growing, national provider of outpatient mental health services. Our Mission is to “Transform mental health by making it more accessible, affordable and effective”. Estimated...
Desc: Mount Carmel Health System, one of the largest healthcare systems in central Ohio, is seeking an additional Internal Medicine physician to join a well-respected, busy physician practice located in wes...
Desc: Job DescriptionJob DescriptionJob Requirements:Class A CDLValid Medical CardRegional OTR???????Job Description:OUR OWNER OPERATOR TRUCK DRIVERS GROSS UP TO $8,000.00 PER WEEK - HOME EVERY WEEKEND! ...
Desc: When it comes to finding the perfect locums assignment, sometimes it is all about who you know. CompHealth has been around for a long time and have a vast network of connections to facilities across t...
Desc: Enjoy the locum tenens lifestyle knowing Weatherby is here to support you every step of the way. Call and speak to one of our consultants today for available dates and details.Hotel pager call coverag...