Sr Specialist, Service Desk

Job Responsibilities

• Provide enthusiastic and proficient technical troubleshooting and resolution of network and system impairments. This function will cover troubleshooting the full spectrum of faults from a critical / high priority network wide outage to a single network element fault. This role will provide mentoring to individuals to improve their abilities and assist in performing ticket audits to ensure quality.
• Strive to remain current on new concepts, technologies and systems being introduced to T-Mobile's network and assist other Specialists in understanding them, as well as the impact of these new systems on current operations. Develop and recommend process improvements or changes to improve current operations or to accommodate network changes as needed. Participate in Continual Service Improvement (CSI) & Proactive Problem Management (PPM) to remove pain points, increase First Contact Resolution and eliminate trending incidents.
• Develop comprehensive training materials and willingly present it effectively to a variety of audiences including SOC technicians and other support team members.
• Act as a principle point of contact and be the source for well written status, outage and update notifications including Customer Impact Messages, Shift handovers, executive updates and others as required.
• Correct release procedures in accordance with standard SDLC processes.
• Provide escalation point for vendor contact related to support systems.

Requirements

• Bachelor's Degree (required), or combination of education and experience deemed equivalent. Preferred areas of study: Vocational/Technical Training or related field.

Preferred

• Vocational/Technical training and 2-4 years experience with Microsoft desktop and server products in a Windows based infrastructure (MCSE, A+, Compaq ASE or equivalent).
• Up to 4 years experience with LAN\WAN hardware (CCNA or equivalent).
• Ability to solve issues working with customers, support teams & vendors.
• Ability to organize key work tasks and initiate key processes and customer concerns.
• Excellent communications skills, both oral and written in interacting with customers daily.
• HDI Support Center Analysis (HDI-SCA) certification
• Info Technology Infrastructure Library (ITIL) preferred

Required Skills

• Active Directory (AD)
• Customer-Focused
• Desktop Application Support
• End User Support
• Escalation Management
• Incident Management
• Knowledge Management
• Mobile Application Support
• Multi-Factor Authentication (MFA)
• Remote Support
• Service Request Management
• Taking Ownership
• Technical Support
• Troubleshooting
• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No)

• DOT Regulated: DOT Regulated Position (Yes/No):No
• Safety Sensitive Position (Yes/No):No
• Total Target Cash Earnings Opportunity: $54,660 - $98,613
• National Base Pay Range: $23.89 - $43.10

Pay and benefits

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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!

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!

Talent comes in all forms at the Un-carrier. 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.