Field Service Analyst – Mobile

Description

Job Summary: We are seeking a Field Service Analyst – Mobile to provide support, analysis, and management of mobile connectivity solutions, ensuring service quality and proper ticket routing. Key Highlights: 1. Support, analysis, and management of mobile connectivity. 2. Liaison between teams, carriers, and users. 3. Support in decision-making and process improvement. We are seeking a Field Service Analyst \- Mobile to provide support, analysis, and management of mobile connectivity solutions, ensuring service quality and proper ticket routing. This professional will play a key role in incident analysis, technical validation of solutions, and monitoring of mobile connectivity performance, while also serving as the liaison between internal teams, carriers, and end users. Additionally, they will support field teams and management in operational decision-making. **Key Responsibilities** Provide technical support for mobile connectivity services and devices. Log, analyze, and route tickets related to connectivity incidents. Perform initial handling and follow-up on tickets until resolution. Analyze signal strength, coverage, and mobile connectivity performance. Identify root causes of service failures or degradation and support defining corrective actions. Technically validate solutions and configurations related to mobile devices and services. **Incident Management** Monitor incidents with carriers and responsible internal departments. Ensure proper communication flow and timely updates on incident resolution progress. Support ticket prioritization and escalation when necessary. **Interface with Operations and Field Teams** Support Field Service teams in activities related to mobile connectivity. Serve as the point of contact among operations, technical support, carriers, and end users. Contribute to continuous improvement of operational processes. **Requirements** Experience in technical support or mobile service operations. Knowledge of mobile connectivity (3G, 4G, 5G, APN, SIM Card, coverage, and signal quality). Experience analyzing and monitoring technical incidents. Experience with ticketing and incident management tools (ITSM). Strong communication skills for interaction with technical teams, carriers, and users. **Preferred Qualifications** Experience in Field Service or field-based support environments. Knowledge of Mobile Device Management (MDM). Experience with mobile connectivity monitoring and mobile network performance analysis. Minimum Education: Bachelor's Degree Desired Education:* Information Technology, Bachelor's Degree * Computer Science, Technical Course Languages:* English (Intermediate) * Meal/Meal Allowance * Transportation Allowance * Total Pass * Sul América Health Insurance (Optional) * Life Insurance \- MetLife