Technician, End User Support

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T-Mobile is synonymous with innovation and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won t stop!

Job Overview

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 PC's, 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.

Job 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 Base Articles Ensure local site operations are adhering to EUS standards (ex.IDF/MDF closets). Training and skill development
  

Education:

• Associate's Degree Computer Science or equivalent (Required)
  

Work Experience:

• 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 ()
  

Knowledge, Skills and Abilities:

• Customer Service - Able to provide excellent customer service skills in person, in writing, and on the phone (Required)
  

• Troubleshooting Skills - Basic level understanding of troubleshooting application (O365, web browsers, end point security), hardware, and OS (Windows, Mac OS, and iOS) issues (Required)
  

• 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. (Required)
  

• Networking - Basic understading of networking technologies to include TCP/IP, Wireless technologies, patch panels, cabling, etc. (Required)
  

• Telephony - Basic level understanding of VOIP, voicemail, headsets, and Telephony systems (Required)
  

• Ability to work independently, manage time/resources in an organized fashion with quality and communication and documentation. (Required)
  

• Travel and Dispatch up to 90% local travel (break/fix dispatch) may be required (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. (Required)
  

• Position Location - Must be able to work out of an assigned T-Mobile work location. (Required)
  

Licenses and Certifications:

• HDI Support Center Analysis (HDI-SCA) HDI Desktop support technician within 1 year of hire (Preferred)
  

• OEM Certification Dell, Lenovo, or Apple within 6 months (Preferred)
  

• At least 18 years of age
• Legally authorized to work in the United States

Washington Pay Range: $28.02 - $37.90

o The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.

o 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 employee s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or

team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/

Washington Pay Range : $28.02 - $37.90

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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 employee s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/

Never stop growing!

T-Mobile doesn t have a corporate ladder it s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it s that shared drive to aim high that drives our business and our culture forward.



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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 [email protected] or calling 1-844-873-9500. 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.