Job Title: Mobility Specialist
Position Summary
The Mobility Specialist provides operational support for enterprise mobile services, including mobile device provisioning, carrier support, eSIM management, and user assistance. This role works with employees, mobile service providers, and internal teams to ensure reliable mobile connectivity and timely resolution of mobility-related requests.
The ideal candidate is customer-focused, organized, and experienced in supporting mobile devices, wireless services, and telecommunications processes.
Key Responsibilities
Position Location & Regional Coverage
We are currently hiring multiple Mobility Specialists to support employees across the following regions:
- North America (NAM)
- Latin America (LATAM)
- Europe, Middle East & Africa (EMEA)
- Asia Pacific (APAC)
Each Mobility Specialist will serve as the primary mobility operations resource for their assigned region, providing support for mobile services, carrier relationships, eSIM administration, provisioning activities, mobile number management, and end-user mobility support. While aligned to a specific region, team members will collaborate globally to ensure a consistent mobility experience and service delivery model across the organization.
Mobile Service Administration
Process mobile service requests including new activations, upgrades, line changes, suspensions, and disconnects.
Coordinate mobile device replacements and service transfers.
Maintain accurate records of mobile numbers, devices, and service information.
Assist with mobile inventory tracking and asset management activities.
SIM & eSIM Support
Provision and activate physical SIMs and eSIMs.
Support users with eSIM setup and activation.
Troubleshoot common SIM and eSIM issues.
Coordinate SIM replacements and device upgrade activities.
User Support
Provide day-to-day support for mobile phones, tablets, and wireless services.
Troubleshoot mobile connectivity, voice, text messaging, and data service issues.
Assist users with device setup and carrier-related issues.
Support requests involving lost, stolen, or damaged devices.
Provide white-glove support for VIP users when required.
Carrier Coordination
Submit support requests and service orders with mobile carriers.
Track carrier tickets and follow up on outstanding issues.
Escalate service-impacting issues when necessary.
Assist with number porting and mobile service changes.
Security & Account Support
Assist users with PIN and PUK code requests.
Support carrier verification and account authentication processes.
Coordinate SIM swap requests using approved procedures.
Report suspected mobile fraud or unauthorized activity.
Operational Support
Maintain mobility documentation and knowledge articles.
Assist with reporting and inventory audits.
Identify recurring issues and recommend process improvements.
Participate in mobility-related projects and service enhancements.
Required Qualifications
Associate degree or equivalent work experience.
1-3 years of experience supporting mobile devices, telecommunications services, or end-user technology.
Experience working with mobile phones, tablets, and wireless carriers.
Basic understanding of eSIM technology and mobile service provisioning.
Strong customer service and communication skills.
Ability to manage multiple requests and priorities.
Strong attention to detail and organizational skills.
Preferred Qualifications
Experience supporting enterprise mobile phone programs.
Experience working with wireless carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange, or Telefónica.
Familiarity with telecom inventory management systems.
ITIL or customer support experience.
Experience supporting corporate mobile device deployments.
Key Competencies
Customer Service
Mobile Device Support
eSIM Administration
SIM Management
Carrier Coordination
Problem Solving
Inventory Management
Attention to Detail
Communication Skills
Organization and Planning
Success Measures
Timely completion of mobility requests
User satisfaction with mobility services
Accuracy of device and service inventories
Resolution of carrier and connectivity issues
Successful device provisioning and activations
Compliance with service-level expectations
Reporting To: Mobility Services Lead / EUC Manager
This role serves as the primary operational resource for employee mobility services, ensuring users receive timely support for mobile devices, carrier services, eSIM activation, and mobile connectivity needs. This version will typically attract Mobility Analysts, Telecom Analysts, Service Desk Leads, and junior Mobility Specialists rather than senior telecom administrators or mobility architects.
Skills Required
- Associate degree or equivalent work experience
- 1-3 years of experience supporting mobile devices, telecommunications services, or end-user technology
- Experience working with mobile phones, tablets, and wireless carriers
- Basic understanding of eSIM technology and mobile service provisioning
- Strong customer service and communication skills
- Ability to manage multiple requests and priorities
- Strong attention to detail and organizational skills
- Experience supporting enterprise mobile phone programs
- Experience working with wireless carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange, or Telefonica
- Familiarity with telecom inventory management systems
- ITIL or customer support experience
- Experience supporting corporate mobile device deployments
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
