Technician, End User Support

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.ResponsibilitiesProvide tier 1 and tier 2 onsite and remote support to resolve Incidents, Problems, and RequestsDiagnose, troubleshoot, repair, and resolve issues with end user systems, approved software OS and applications, networked, wireless, phones, headsets, and/or printing systemsImplement, replace, and decommission systems. Provide training on new systems as neededParticipate and provide input to problem management process and knowledge management systemManaging and working through escalations from inside or outside the EUS organization, including resolution documentation and follow upProject 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 tasksContribute by creating Knowledge Articles Ensure local site operations are adhering to EUS standards (ex.IDF/MDF closets). Training and skill developmentSkillsAssociate's Degree Computer Science or equivalentLess than 2 years - 1-year related IT Field experience. Hands on Enterprise experience in computer supportLess than 2 years - 1-year related IT Field experience. Experience understanding an Enterprise/Call Center or Retail EnvironmentCustomer Service - Able to provide excellent customer service skills in person, in writing, and on the phoneTroubleshooting Skills - Basic level understanding of troubleshooting application (O365, web browsers, end point security), hardware, and OS (Windows, Mac OS, and iOS) issuesClient 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, etcNetworking - Basic understanding of networking technologies to include TCP/IP, Wireless technologies, patch panels, cabling, etcTelephony - Basic level understanding of VOIP, voicemail, headsets, and Telephony systemsAbility to work independently, manage time/resources in an organized fashion with quality and communication and documentationTravel and Dispatch – up to 10% to 20% local travel (break/fix dispatch) may be requiredTransportation - 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 guidelinesPosition Location - Must be able to work out of an assigned T-Mobile work locationOEM Certification – Dell, Lenovo, or Apple within 6 monthsMust be at least 21 years of age and a licensed driver in the state in which you resideLegally authorized to work in the United StatesBenefitsMedical, dental and vision insuranceFlexible spending account401(k)Employee stock grantsEmployee stock purchase planPaid time offUp to 12 paid holidaysPaid parental and family leaveFamily building benefitsBack-up careEnhanced family supportChildcare subsidyTuition assistanceCollege coachingShort- and long-term disabilityVoluntary AD&D coverageVoluntary accident coverageVoluntary life insuranceVoluntary disability insuranceVoluntary long-term care insuranceMobile service & home internet discountsPet insuranceAccess to commuter and transit programsCompany OverviewT-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.



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