Technician, End User Support - Irvine, United States - T-Mobile

T-Mobile

Verified Company

Irvine, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Be unstoppable with us

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

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 built 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 grasp 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.

Responsibilities:

Provide tier 1 and tier 2 onsite and remote support to resolve Incidents, Problems, and Requests.
Implement, replace, and decommission systems. Deliver training on new systems as needed.
Participate and provide input to problem management process and knowledge management system
Managing 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 smarthands, store builds, and other projectrelated tasks.
Contribute by crafting Knowledge Base Articles Ensure local site operations are adhering to EUS standards (ex.

IDF/MDF closets).

Education:

Associate's Degree Computer Science or equivalent experience (required)

Work Experience:

1year related IT Field experience. Hands on Enterprise experience in computer support
1year 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)

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)
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

Travel:

Travel Required (Yes/No):Yes

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

California Pay Range :
$ $38.78

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 paid 12 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 ben