Mobile World Live GSMA Intelligence

Global Front Line IT Support Engineer

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Role type
IT & Facilities
Job Advert

GSMA – Our role

The GSMA represents the interests of mobile operators worldwide. Spanning 219 countries, the GSMA unites nearly 800 of the world’s mobile operators, as well as more than 200 companies in the broader mobile ecosystem, including handset makers, software companies, equipment providers, Internet companies, and media and entertainment organisations. The GSMA also produces industry-leading events such as the Mobile World Congress and Mobile World Congress Shanghai.

In addition, the GSMA also embraces more than 200 major vendors, partners and suppliers to the industry as Associate Members. These include many of the world’s leading mobile brands, from Ericsson, Samsung, LG and Huawei to major content and internet companies.  Furthermore, we are established as a major inter-industry resource, partnering with those sectors seeking to leverage mobile to reach their strategic goals, for example financial services. Finally, we engage with a wide range of governments, & regulators, NGO’s, for example The World Bank or UN and philanthropic organisations such as the Bill & Melinda Gates Foundation.

The GSMA is governed by a 25 member board, comprising CEO level representatives from many of the world's leading mobile operators, among them AT&T, Bharti Airtel, China Mobile, NTTDoCoMo, Orange, Telefonica, Telecom Italia-TIM, T-Mobile International and the Vodafone Group.

The GSMA's work is focused on three areas:

Mobile Broadband - Development of a ubiquitous Mobile Broadband infrastructure and the proliferation of devices that will connect the world’s population to the Internet.
Mobile Lifestyle - Creation of innovative services and experiences that are delivered on the mobile infrastructure and unite the attributes of the web and communications world.
Mobile Planet - Leverage mobility to help enrich and improve the lives of individuals across the developing world, bringing services to these markets in a socially responsible manner.

Please visit for a wealth of further information.


GSMA – Our Organisation

The GSMA was founded over twenty years ago and has grown into a global organisation with offices in 14 locations.

Our group includes those focused on developing industry initiatives, those developing managed services or events and those engaged to run a global knowledge based organisation. 

We are a not for profit organisation but entrepreneurial in culture, forming in the region of three new ventures per annum. Our primary funding is driven through our membership and through the services we provide to the mobile value chain. Notably, we own and organise the world’s largest mobile communications event, Mobile World Congress, which is attended by approximately 100,000 of the industry’s leading decision makers and encompasses over 2200 technology, content and services exhibitors.

We are staffed by a highly motivated and bright professional staff of approximately 800 people who are augmented by a range of consultants and partners.


GSMA – The Role

Global Front Line IT Support Engineer - 12 month fixed term contract

As part of a small, but highly skilled and experienced team, you will provide Global Front Line Support to circa 800 staff located across the globe. Your goal will be to provide end-user support to a high level, and work on additional projects, such as the identification and implementation of new services and technologies. 

We are looking for a bright, intelligent person who is very willing to learn and develop. Whilst a strong interest in technology paired with the ability to grasp technical concepts quickly and easily is important, our emphasis will be more on your personality, drive, and communication skills. You will need to balance many demands so being able to multi-task in a fun but intensive environment where issue prioritization is a critical skill.

The main duties are as follows:

  • Provide front line IT Support Monday through Friday, covering the hours of 9am – 5:30pm (these hours may change as the needs of the business dictate).
  • Maintain a high degree of customer service for all support queries
  • Ensure work is completed in line with KPI targets and defines SLAs
  • Build and Deploy Laptops to end users, globally. 
  • Provide support for Tablet & Smart Phone devices i.e. Blackberry, iOS and Android.
  • Set up new Network user accounts on Active Directory.
  • Liaise with 3rd party support and vendor companies as needed.
  • Provide timely reports on the status of project work.
  • Assist in the auditing and asset-management of company hardware and software.

Pre-requisites and experience

  • 1+ years IT industry experience
  • Excellent technical knowledge of Desktops, Laptops and Mobile devices
  • Server Support / Administration. Setting up new users, access rights, passwords
  • Software and Hardware Troubleshooting skills
  • Experience of Windows 7, 8 and 10 and Mac OS X.
  • Excellent troubleshooting skills of standard Microsoft Office suites
  • A practical understanding of Active Directory, Group Policy, DNS, DHCP
  • Knowledge of MS Exchange. Exposure to Microsoft Office 365 is advantageous
  • Microsoft Lync Experience
  • Exposure to enterprise grade Anti-Virus solutions
  • Experience with SCCM advantageous
  • Analytical and problem solving skills
  • Good telephone manner and an exceptional customer service attitude required.
  • Experience of Helpdesk Systems.
  • Microsoft Desktop Support Technician or other MCP certifications an advantage but not essential
  • CompTIA A+ and ITIL certifications an advantage but not essential
  • Ability to adhere to GSMA policies and procedures.

Person Specification

  • Independent, self-motivated and self-directed individual.
  • Must have a proactive, can-do attitude
  • Ability to work autonomously and as part of a team.
  • Excellent communicator – fluent written and spoken English
  • Highly flexible & customer focused.
  • Excellent problem solving skills.
  • Highly organized.


The GSMA is able to provide suitably motivated candidates with a first class working environment, access to all of the key decision makers in a one of the planets largest and most progressive industry’s and the content to keep a curious mind engaged. Many of our alumni have now taken key roles in the development of the industry.


Please be aware that we receive high numbers of applications, so if you have not heard from us in 5 working days after your application, please assume that you have not been successful in applying in this instance.

Closing Date

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.