Technician, End User Support

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. That’s how we’re UNSTOPPABLE for our employees!

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 outstanding customer service in a timely 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 build and follow processes crafted for the services provided by EUS working with Sr. technicians to build and refine technical skills as the need arises. Must have strong analytical and troubleshooting skills and the ability to work independently and in a team environment. Must also have experience and solid understanding of Operating Systems, workstations, servers, and networks. Sophisticated written and verbal communication skills are needed along with the ability to work in a fast-paced multifaceted 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. Deliver training on new systems as needed.
• Participate and provide input to problem management process and knowledge management system
• Leading and working through critical issues 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 experience (Required)

Work Experience:

• Minimum 1-year related IT Field experience. Hands on Enterprise experience in computer support required.
• Minimum 1-year related IT Field experience. Experience understanding an Enterprise/Call Center or Retail Environment required.

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 peripherals, mobile devices, printers, docking stations, etc. (Required)
• Networking - Basic understanding 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 follow Driver Safety Policy and guidelines. (Required)
• Position Location - Must be able to work out of an assigned T-Mobile work location. This position is in office Monday-Friday. (Required)
• Travel is anywhere from 10% up to 50% local travel to surrounding retail locations.
   

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

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
 

Base Pay Range: $23.76 - $42.86

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s 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 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. To find the pay range for this role based on hiring location, click here.

At 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 don't 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-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re 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 ApplicantAccommodation@t-mobile.com 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.