Service Desk Analyst Ii
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Bachelor's degree in Information Technology, Computer Science, Telecommunications Engineering, Network Engineering, or a related field.
Advanced English, with the ability to participate in meetings, analyze technical documentation, interact with global telecom providers, and support international customers.
3 to 5 years of experience in Telecom Operations, Service Desk N2, connectivity support, corporate mobility, or IoT environments.
Strong knowledge of LTE, 5G, APN management, SIM management, SmartSIM, and IoT Connectivity solutions.
Experience with Telecom Operations, incident management processes, and service management tools.
Experience working with Salesforce and ticketing platforms.
Excellent communication and customer-oriented mindset, with the ability to collaborate across cross-functional and global teams.
Self-motivated, organized, proactive, and committed to continuous improvement and operational excellence.
Manage the lifecycle of connectivity services, including activations, provisioning, suspensions, cancellations, and line or device changes.
Configure and support mobile connectivity and IoT services, ensuring proper operation and service availability.
Monitor the operational status of connectivity services and support the implementation of new telecom solutions.
Provide technical support for mobile connectivity, cellular services, IoT solutions, and related technologies.
Register, categorize, track, and manage incidents through corporate service management tools while ensuring SLA compliance.
Support analysis of telecommunications consumption, utilization, and billing, identifying discrepancies and ensuring data accuracy.
Ensure compliance with internal policies, information security standards, data protection requirements, and operational procedures.
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