The End User Support (EUS) Technician acts as an agent for the continuous, effective operation of corporate systems in the T-Mobile US Enterprise, ensuring connectivity and providing world class customer service in a prompt and professional manner. This position will possess technical skills to assist in a team environment that provides Tier 1 and Tier 2 desktop and systems support. Must have excellent written and verbal communication skills. Strong analytical and troubleshooting skills. The ability to work in a fast-paced team environment providing solutions to diagnose and resolve problems. Proven experience configuring and troubleshooting windows-based and Mac OS computing systems, workstations, servers and networks is required.
What you'll do in your role.
Work on Incidents, Problems, and Request assigned to the EUS organization that are related to client hardware repair/provision, installing/fixing approved desktop applications, repair of desktop operating systems, basic network related issues, or basic issues related to phones and headsets.Actively contribute to knowledge base articlesPropose methods for improving current processes, procedures and relationships.Manage the support of multiple locations, which include any/all T-Mobile facilities.Other Duties/Projects as assigned by business management as needed.
The experience you'll bring.
1 Year Related IT Field Experience. Experience Understanding an Enterprise/Call Center Environment PreferredAssociates Degree: Computer Science or Equivalent1 Year Related IT Field Experience. Hands On Enterprise Experience In Computer SupportCustomer Service- Able To Provide Excellent Customer Service Skills In Person, In Writing, And On The Phone Core EUS Services - Subject Matter Expert In Client Operating Systems (Windows And Apple), Troubleshooting Windows Applications, Or TelecomCore Microsoft Application - Expert Level Understanding Of O365, Internet Explorer, MS Edge, Chrome, And Anti-VirusTroubleshooting Skills - Basic Level Understanding Of Troubleshooting Application, Hardware, And OS IssuesClient Hardware - Ability To Fix/Repair Client Hardware To Include; Desktops, Laptops, Monitors, Mice, And Docking StationsNetworking - Basic Understanding Of Networking Technologies To Include TCP/IP, Wireless Technologies, Patch PanelsTelephony - Basic Level Understanding Of PBX, Voicemail, Headsets, And Telephony SystemsRoot Cause Thinking - Ability To Proactively Troubleshoot Issues Leading To Root Cause Resolutions1 or more IT Professional Certification (Client Hardware, Client Operating System or Networking) within 6 months of hire preferredInfo Technology Infrastructure Library (ITIL) completed within 9 months of hire preferredHDI Support Center Analysis (HDI-SCA) HDI desktop support technician- within 6 months of hire PreferredOEM certification- Dell, Apple or Lenovo preferred