Sr. Technician - End User Support

The End User Support (EUS) Senior 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.

The goal of the Senior is to ensure that the proper operational documentation and processes have been created for the services provided by EUS, as well as provide support for the EUS Associates and Technicians. Must have AI experience minimally for driving decisions, 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. Expert-level experience in configuring and troubleshooting Windows-based and Mac OS computing systems, workstations, servers and networks is required.

Responsibilities:

• Work on Incidents, Problems, and Requests assigned to the EUS organisation that are related to client hardware repair/provision, installing/fixing approved desktop applications, repair of desktop operating systems, network-related issues, or issues related to phones and headsets.
• Actively contribute by creating Knowledge Base Articles as well as reviewing and approving Knowledge Base articles submitted by the EUS organisation.
• As a subject matter expert, identify trends with incidents, diagnose problems, create problem records, and follow through by owning the problem through to resolution.
• Manage and work through escalations submitted from the EUS organisation or other leadership to include resolution, documentation, and follow-up with appropriate entities.
• Ensure local site operations are adhering to EUS standards, while leading other EUS staff in local site operations.
• Other Duties/Projects as assigned by business management as needed.

Requirements:

• Customer Service: Able to provide excellent customer service skills in person, in writing, and on the phone
• Proficient in Client Operating Systems (Windows and Apple), Troubleshooting Applications, Cloud Applications, Telecom, DEX Applications, VPN Solutions (Zscaler), Citrix, MFA, Service Now, Virtual Workstations and Splashtop
• Demonstrate understanding of O365 Internet Explorer, MS Edge, Chrome, and endpoint security.
• Troubleshooting Skills: Expert-level understanding of troubleshooting application, hardware and OS issues
• Client Hardware: Ability to fix/repair client hardware, including desktops, laptops, monitors, mice, and docking stations.
• Networking: Good understanding of networking technologies, including TCP/IP, Wireless technologies, and patch panels.
• Endpoint and User Security: Proficient knowledge of endpoint security and user security protocols. Familiar with MFA tools, processes, and dependencies.
• Root Cause Thinking: Proven experience to proactively troubleshoot issues leading to root cause resolutions.
• Technical Writing: Ability to create Knowledgebase articles, process documentation, as well as clearly communicate issues with systems.
• Apple/MAC- Enrollment/Mgmt, Operating system, Admin tools, Endpoint security.
• Proficient in AI - Artificial Intelligence.

Skills

Apple, Citrix, Service Now, ServiceNow, Windows, macOS