Technical Operations Coordinator (Mobility Helpdesk & Device Operations)

About Praesto Works Praesto Works provides managed helpdesk, technical operations, documentation, and service-delivery support to technology companies and specialized consultancies. This position will join our helpdesk team, primarily supporting a confidential client that provides mobile device management, telecom administration, device lifecycle services, and end-user support. The Role This is a full-time, high-autonomy remote position (United States). The schedule requires a start time of approximately 6:00 a.m. Pacific / 9:00 a.m. Eastern. As the Technical Operations Coordinator, you will manage routine helpdesk requests, device orders, carrier activity, mobile device management tasks, onboarding/offboarding, inventory records, and client communications. This role blends technical support with operational coordination. It is not a call-center position or a senior engineering role. The right person is organized, technically curious, comfortable working independently, and able to recognize when information needs to be verified or escalated. The goal is to keep routine work moving without requiring constant involvement from senior leadership. Core Responsibilities Helpdesk and Ticket Management Monitor assigned support queues and promptly acknowledge new requests. Review tickets for urgency, business impact, approvals, missing information, and next steps. Resolve routine mobility and device-support issues using documented procedures. Maintain ownership of tickets through resolution, escalation, or approved waiting status. Provide clear progress updates and document all actions, communications, and outcomes. Escalate security, policy, configuration, or high-risk issues with complete context. (Common requests include: lost/stolen devices; cellular/eSIM/SOS issues; MDM enrollment; device lock/wipe/refresh; new-device activation; employee onboarding/offboarding; line suspension/cancellation; shipment and order-status questions) Device Orders and Carrier Administration Coordinate device orders from request through delivery, activation, enrollment, and assignment. Verify approvals, hardware requirements, shipping details, service plans, and user information. Work within business carrier portals (Verizon, AT&T, T-Mobile). Assist with activations, upgrades, eSIM provisioning, device swaps, suspensions, cancellations, and reassignments. Track orders, shipments, deliveries, activation status, and investigate any delays or issues. Mobile Device Management (MDM) Perform routine tasks within MDM and UEM platforms. Support enrollment, managed Apple IDs, app deployment, policy assignment, and device check-ins. Review device details (serial numbers, IMEIs, OS versions, enrollment status, assigned users). Troubleshoot common enrollment, synchronization, application, and profile issues. Complete approved device lock, wipe, retirement, and reassignment actions. Onboarding, Offboarding and Inventory Prepare accounts, devices, mobile numbers, applications, and policies for new employees. Process departing employees by securing devices, updating service, and documenting disposition. Reconcile carrier, MDM, CRM, inventory, order, and employee records. Identify unused lines, missing devices, duplicate records, and validation errors. Documentation and Client Communication Create/maintain SOPs, checklists, troubleshooting guides, and client-specific instructions. Provide professional, responsive, and reassuring communication to clients and end users. Translate technical findings into clear, practical language. Communicate early when work is blocked, delayed, or outside scope. Required Qualifications Strong organization, follow-through, and process-management skills. Practical familiarity with smartphones, tablets, mobile applications, wireless connectivity, and user administration. Ability to use ticketing, CRM, documentation, or service-management systems. Comfort using spreadsheets to compare and maintain operational data. Ability to work independently in a remote environment with dependable availability during the assigned schedule. Authorization to work in the United States. Preferred Qualifications Familiarity with MDM/UEM platforms (JumpCloud, MaaS360, Microsoft Intune, Apple Business Manager, Jamf, Kandji, Addigy, Hexnode, Meraki, SOTI, or ScaleFusion). Understanding of business carrier portals and eSIM activation. Familiarity with coordinating hardware orders, shipping, and device lifecycle management. Ability to write SOPs or knowledge-base articles. Understanding of MSP, telecom, or managed-mobility service environments. Service-Delivery Relationship This position is employed and managed by Praesto Works. You will work within our systems, policies, and management structure while serving as an embedded extension of a confidential mobility-services client. Praesto Works remains responsible for scheduling, performance management, operational oversight, and service quality.