Sr Technician, End User Support

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Job Overview
This role supports the continuous and effective operation of corporate systems by resolving end user technical issues promptly and professionally. It primarily involves troubleshooting and repairing client hardware, desktop operating systems, network issues, and peripheral devices. The role differentiates itself by providing expert-level support for Windows and Mac OS computing systems and leading local site operations, including 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. Success is measured by timely incident resolution, accurate documentation, and adherence to operational standards. The work impacts organizational efficiency and user satisfaction by maintaining reliable technology access and support services.

Job Responsibilities:

• Resolve incidents and requests related to client hardware, desktop applications, operating systems, network issues, and peripheral devices to maintain system functionality
• Create, review, and approve knowledge base articles to enhance support resources and information sharing
• Identify incident trends, diagnose problems, create problem records, and manage problem resolution to reduce recurring issues
• Manage escalations from the support organization and leadership, ensuring resolution, documentation, and follow-up
• Lead local site operations to ensure compliance with support standards and guide other support staff
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Computer Science or related field (Preferred)
• 3 years IT related Field Experience. Hands on experience in computer support, preferably with some experience understanding an Enterprise/Call Center Environment. (Preferred)

Knowledge, Skills and Abilities:

• Communication Management (Required)
• Computer Hardware (Required)
• Computer Networking (Required)
• Customer Experience (CX) (Required)
• Customer Service (Required)
• Desktop Analytics (Required)
• Hardware Support (Required)
• Mobile Computing Devices (Required)
• Multi-Factor Authentication (MFA) (Required)
• Remote Desktop Applications (Required)
• Root Cause Identification (Required)
• Troubleshooting (Required)
• VPN Access (Required)
• Working Independently (Required)

Licenses and Certifications:

• 2 or more current IT professional certifications (Client Hardware, Client Operating System, or Networking within 12 months of hire (Preferred)
• Info Technology Infrastructure Library (ITIL) Current ITIL Foundation within 9 months of hire (Preferred)
• HDI Support Center Analysis (HDI-SCA) HDI Desktop Support Technician- within 6 months of hire (Preferred)
• OEM certifications (Dell, Apple or Lenovo) (Preferred)

• Must be 21 with a valid drivers license
• 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: $29.93 - $53.98

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