Technical Support II

4 months ago

Maitland, United States TEKsystems Full time
Job DescriptionJob Description

Handling various tickets related to T-Mobile Cell Towers, Network, and various telecommunication tools/technologies.
The candidate will not be interacting with an end user over the phone often. Most issues will be handled within the knowledge bases and other systems TMO uses. He or she will be expected to handle tickets that have been pushed to this group. This team is responsible for researching, troubleshooting,, and reviewing the specific network/telco issue. He or she will try to resolve the issue. If the team cannot resolve the issue they are responsible for escalating it to the field engineer group, networking administration, etc. Issues related to Cell Phone Outages. For example: a customer calls in to the customer service team. Service Coverage continues to drop in a specific area. The issue is escalated to the Technical Support Group. The team will analyze and research why their is a default in the network/area.

Technical Support Tech II
Performs remote servicing and/or repair of company products/services. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as contact on technical and service-related problems. Diagnoses mechanical, hardware, software, and systems failures, using established procedures. Determines most cost-effective repair/resolution to minimize customer downtime. Responds to escalations and communicates status updates to stakeholders. Manages remote fix agents and drives issues to resolution, while communicating progress to stakeholders. Contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Prepares reports for analysis of product failure trends and service ability issues. Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Experience with technical troubleshooting:
Familiar with customer ticketing systems.
Proficient with Microsoft Office apps.
Previous Cell phone network experience is a plus.
We will be supporting customers in the Technology Department.
We will provide laptops and ancillary equipment.
These will be in the office full time so in order to comply with T-Mobile policy
- Extension is possible
- Must be onsite

1-2 years of supporting or investigating any type of issues within an ISP, Network, RF environment. ( RF exposure Preferred)
1-2 years experience working with a ticketing system (Knowledge Base) to investigate and troubleshoot issues.
1- 2 years experience troubleshooting, analyzing, and supporting hardware, software, and network issues (being able to think analytically

1-2 years of supporting, investigating, documenting issues related to end user technical issues. Someone with a technical support background working in a help desk or service desk could be a good fit. Ideally someone with a background within MSO/Carrier environments. ISP, Network, RF environment.
1-2 years experience working with a ticketing system (Knowledge Base) to investigate and troubleshoot issues.
1- 2 years experience troubleshooting, analyzing, and supporting hardware, software, and network issues (being able to think analytically - TMO has multiple tools/systems they use that are proprietary.
Military Experience is preferred (Many techs on the team are former military).
- Candidate must be COVID-19 Vaccinated

- The managers are very open to candidates that are trainable and reliable. Most of the tools/technologies will be new for most candidates. Candidates must be able to be coachable.

- Candidates with an active A+, Network +, Security +, CCNA, etc. could be a good fit.

 

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