Technician, End User Support
Technician, End User Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!
The End User Support (EUS) Technician works onsite providing tier 1 and tier 2 desktop support for the continuous effective operation of systems in the Regional Business Offices Call Centers and Retail and affiliate locations for the T-Mobile US Enterprise ensuring connectivity and providing extraordinary customer service in a prompt and professional manner. Systems they will be supporting includes PCs laptops printers peripherals mobile solutions POS peripherals digital displays network and voice infrastructure.The role of the Technician is to bring technical support and IMAC to the end user systems across the enterprise. Technicians help create and follow processes created for the services provided by EUS working with Sr. technicians to build and refine technical skills as required. Must have strong analytical and troubleshooting skills and the ability to work independently and in a team environment. Must also have experience and working knowledge of Operating Systems workstations servers and networks. Advanced written and verbal communication skills are needed along with the ability to work in a fast-paced dynamic environment contributing to the national support team.
What youll do in your role.
- Provide tier 1 and tier 2 onsite and remote support to resolve Incidents Problems and Requests.
- Diagnose troubleshoot repair and resolve issues with end user systems approved software OS and applications networked wireless phones headsets and/or printing systems.
- Implement replace and decommission systems. Provide training on new systems as needed.
- Participate and provide input to problem management process and knowledge management system
- Managing and working through escalations from inside or outside the EUS organization including resolution documentation and follow up.
- Project related tasks including but not limited to equipment installs moves changes decommissioning of hardware as well as providing onsite smart-hands store builds and other project-related tasks.
- Contribute by creating Knowledge Articles
- Ensure local site operations are adhering to EUS standards ( closets).
- Training and skill development
- Also responsible for other Duties/Projects as assigned by business management as needed.
The experience youll bring.
- Less than 2 years - 1-year related IT Field experience. Hands on Enterprise experience in computer support
- Less than 2 years - 1-year related IT Field experience. Experience understanding an Enterprise/Call Center or Retail Environment
Education:
Associate Degree or equivalent experience
Additional Skills and experiences:
- Customer Service - Able to provide excellent customer service skills in person in writing and on the phone
- Troubleshooting Skills - Basic level understanding of troubleshooting application (O365 web browsers end point security) hardware and OS (Windows Mac OS and iOS) issues
- Client Hardware - Ability to diagnose and repair client hardware to include things such as; desktops laptops monitors mice point of sale systems client periphrials mobile devices printers docking stations etc.
- Networking - Basic understading of networking technologies to include TCP/IP Wireless technologies patch panels cabling etc.
- Telephony - Basic level understanding of VOIP voicemail headsets and Telephony systems
- Ability to work independently manage time/resources in an organized fashion with quality and communication and documentation.
- Travel and Dispatch up to 90% local travel (break/fix dispatch) may be required
- Transportation - Must have valid drivers license three consecutive years of active driving history successfully complete drivers safety training and otherwise comply with Driver Safety Policy and guidelines.
- Position Location - Must be able to work out of an assigned T-Mobile work location.
LICENSES
- HDI Knowledge-Centered Service (HDI-KCS) and HDI Desktop Advanced Support Technician (HDI-DAST) within 1 year of hire
- OEM Certification Dell Lenovo or Apple within 6 months
- Must be at least 21 years of age and a licensed driver in the state in which you reside
- Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.
At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!
T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
Required Experience:
IC
Employment Type
Full-Time
