Technician, End User Support

• 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

• Associate's Degree Computer Science or equivalent
• 1-year related IT Field experience. Hands on Enterprise experience in computer support
• 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
• Troubleshooting Skills - Basic level understanding of troubleshooting application (O365, web browsers, end point security), hardware, and OS (Windows, Mac OS, and iOS) issues
• 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.
• Networking - Basic understading of networking technologies to include TCP/IP, Wireless technologies, patch panels, cabling, etc.
• Telephony - Basic level understanding of VOIP, voicemail, headsets, and Telephony systems
• Ability to work independently, manage time/resources in an organized fashion with quality and communication and documentation.
• Travel and Dispatch – up to 10% to 20% local travel (break/fix dispatch) may be 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.
• Position Location - Must be able to work out of an assigned T-Mobile work location.
• 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

OEM Certification – Dell, Lenovo, or Apple within 6 months

• annual stock grant
• employee stock purchase plan
• 401(k)
• access to free, year-round money coaches
• medical, dental and vision insurance
• flexible spending account
• employee stock grants
• employee stock purchase plan
• paid time off
• up to 12 paid holidays
• 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
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs