T-Mobile is a leading telecommunications company that prioritizes employee investment and support. The End User Support Technician provides tier 1 and tier 2 support for desktop systems, ensuring effective operation and connectivity while delivering exceptional customer service.
Responsibilities
- 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 (ex.IDF/MDF closets). Training and skill development
Skills
- Associate's Degree Computer Science or equivalent
- 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
- 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 peripherals, mobile devices, printers, docking stations, etc
- Networking - Basic understanding 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 10% to 20% local travel (break/fix dispatch) may be required
- Transportation - Must have valid driver's license, three consecutive years of active driving history, successfully complete driver's 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
- 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
Benefits
- Medical, dental and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- Up to 12 paid holidays
- 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
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
Company Overview
T-Mobile is a telecommunications company that provides wireless communication services, including mobile phone and internet services. It is a sub-organization of Deutsche Telekom. It was founded in 1994, and is headquartered in Bellevue, Washington, USA, with a workforce of 10001+ employees. Its website is https://www.t-mobile.com.