Works as part of a cross-functional team in a 24x7x365 environment to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals. Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors as well as second tier organizations within T-Mobile.
Answers inbound telephone calls from a wide variety of client organizations and external groups and performs the necessary support required by the caller. Provides support during large scale outages and disaster recovery efforts.
Enrolls in and completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. Identifies, researches, and develops process improvements and recommends them to management for implementation.
Works with more senior-level technicians to gain working knowledge of how to complete more complex troubleshooting and repair functions. Uses resource documentation for reference and troubleshooting network problems.
2+ years technical experience in telecommunications, applications support, or system infrastructures.
Possess strong analytical skills & strong knowledge of troubleshooting techniques.
Ability to report on analytical findings in a consumable fashion (strong organizational skills and attention to detail).
Excellent written and verbal communication skills; effectively able to communicate with all employee levels.
Experience with identifying and resolving internal and external customer problems.
This position operates in a 24x7x365 environment. Shift work and the ability to participate in an on-call rotation are required.
Basic computer skills; proficient in Microsoft Office, including Excel and PowerPoint; vendor-specific network navigation; T-Mobile systems.
Unix support experience
ITIL Foundations preferred
Windows support experience
Knowledge/understanding of TCP/IP, Cisco IOS, Command Line Language, basic network configuration, basic server and storage array administration.
Experience working in a dynamic, fast paced environment where change is the norm, not the exception.