Job Information
Insight Global Mobile Technical Support Analyst in Cincinnati, Ohio
Job Description
The Senior Technical Support Analyst (Mobile) provides advanced operational support for enterprise iOS/iPadOS devices and mobile services. This role focuses on device lifecycle support, Workspace ONE (MDM/UEM) administration from a support perspective, and carrier/telecom expense management. The position implements existing standards defined by Engineering and InfoSec and does not perform custom MDM engineering or scripting.
Day‑to‑Day Responsibilities
Provision, enroll, configure, and support corporate and COBO/COPE iOS/iPadOS devices using Apple Business Manager Automated Device Enrollment
Perform Tier 2/3 incident, request, and problem management for mobile devices; provide escalation support to the Service Desk
Apply and monitor MDM profiles, applications, and compliance policies; troubleshoot scope and compliance issues
Manage mobile device lifecycle activities including staging, kitting, shipping, RMAs, decommissioning, and CMDB updates
Administer wireless carrier accounts (adds/changes/deactivations, ports, SIM/eSIM lifecycle, device swaps)
Optimize rate plans and features; perform monthly billing reconciliation, dispute management, and cost reporting
Support mobile security incidents (lost/stolen devices, phishing) including remote lock/wipe actions
Deliver high-quality remote and deskside support, including VIP and mission‑critical users
Maintain documentation, SOPs, runbooks, and knowledge base articles
Support mobile-related projects (iOS upgrades, app rollouts, pilots) under guidance
Pay Rate: 35/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
4–6 years of enterprise end‑user support experience
3 years focused on enterprise iOS/iPadOS support
Enterprise MDM experience
Hands-on experience supporting large-scale mobile device fleets
Experience with Apple Business Manager, including:
Automated Device Enrollment
Apps & Books
Managed Apple IDs Workspace ONE experience strongly preferred
VMware / Omnissa Workspace ONE certification or advanced experience
Apple Device Support or Apple Device Deployment certifications
Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)
VMware / Omnissa VCP‑DWS
Basic scripting or reporting familiarity (exported reports, simple data cleanup)
Experience supporting SOX, PCI, or privacy audits
Experience supporting VIP users during travel, events, or high‑visibility operations