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
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
#LI-AW1
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Enabling your best to power a better media future.
Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.
Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives .
Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
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