Technician, End User Support

T-Mobile • Henrietta, NY

2d • $24 - $43 • Onsite

About The Position

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.

Requirements

• Associate's Degree Computer Science or equivalent (Required)
• 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 (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 10% to 20% 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)
• 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

Nice To Haves

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

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

Benefits

• 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.
• 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.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree