Sr Wireless Analyst

Job Description

We have a position for a Sr Wireless Analyst with one of our clients in Atlanta, GA for an initial contract duration of 11 months. No third party candidates considered for this position.

The Sr. Wireless Analyst will be expected to provide world class customer service and troubleshooting to the Client family wireless customer base. This role includes troubleshooting smartphone/hotspot/tablets, providing guidance and training to our end users, and procuring/configuring devices. This role primarily operates out of a ticket queue. The Sr.Wireless Analyst will be responsible for day to day mobility support. The Sr.Wireless Analyst must be able to analyze and problem solve fairly complex technical wireless issues with minimal supervision, and work within a team environment while communicating well to a diverse set of colleagues, vendors and partners.

Responsibilities:

• Create, update, monitor and close helpdesk tickets accurately and promptly.
• Troubleshoot, provide wireless guidance, support, and training to employees across various smartphone/hotspot/tablet platforms. This requires remote and face to face interaction.
• Procure wireless voice and data services, ensuring accurate orders are placed with the wireless vendors including: activation of new services, cancellation of existing service, selection of preferred carrier, change of carrier or liability, change of service type or change of equipment type, adhering to corporate standards and policy.
• Document technical environments, processes, procedures, test plans, and project plans.
• Perform on-site analysis, diagnosis, and resolution for mobility problems, along with recommended potential solutions.
• Tracks device inventory and keeps adequate inventory on hand to support our single day turnaround device replacement program. 
• Must have a great personality and ability to work well under pressure.
• Operate as point of contact for all mobile requests within Telecom Expense Management tool and carriers.
• May include other duties and responsibilities as assigned by management team.

Skills Required:

• Demonstrate advanced troubleshooting skills on iOS and Android based mobile platforms.
• MDM experience.
• Proficient in Service Now ticketing system.
• Excellent Customer Service Skills.
• Proficent MS Office skills required to include Excel and Word.

Target Years of Exp: 5

Top 5 Must Haves: Customer service skills, mobility experience with carriers/device, Service Now knowledge, Procurement background…

Education/Experience Requirements:

Bachelor’s degree, related technical discipline, or equivalent professional technical experience.