Cellular Support Specialist

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

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

Required Qualifications:

• Education: Associate's degree in Telecommunications, IT, or related field

• Experience: 3+ years in cellular/mobile device technical support

• Technical Skills:

  • Mobile device management (MDM) platforms

  • iOS and Android troubleshooting

  • ServiceNow or similar ITSM platforms

  • Strong customer service and communication abilities

• Preferred Qualifications:

  • 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

Additional Information

• What You'll Work With:

  • ServiceNow service catalog and ticketing system

  • Google Device Policy and MDM solutions

  • Google Suite and MS Office

  • Okta authentication and MFA systems

  • Various cellular carriers and network management tools

• Department: IT Infrastructure & Support

• Reports to: Cellular Manager

• Location: Remote

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Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.

A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

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