Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
About the role
- Provide support to clients through various communication channels, ensuring smooth operation of software systems. Work with a dynamic team to enhance service delivery.
Responsibilities
- Assist clients by phone, email, and via the SisconWeb platform and other support management tools to clarify questions about using the system
- Reproduce system incidents before forwarding them to the correction/development team
- Identify and resolve issues, documenting them clearly
- Ensure clients' prioritization requests are addressed
- Provide estimated delivery times for support requests/fixes (frequent feedback to the client)
- Track support requests from opening through closure (client sign-off)
- Ensure compliance with the Service Level Agreement (SLA)
- Route implementation and improvement requests after performing initial triage
- Deploy and configure the Benner environment at client sites
- Record time spent on support activities
- Propose improvements to the support process
Requirements
- Experience in system support (advantageous)
- Knowledge of SQL
- Knowledge of cloud technologies
- Good verbal and written communication skills (proficient in Portuguese)
- Ability to work in a team
- Proactive, efficient, and motivated
Benefits
- Transportation allowance
- Life insurance
- Health insurance
- Dental plan
- Referral bonus
- Day off
- Corporate university: Alura
- Certification incentives
- Education allowance
- Marriage assistance
- Hybrid work model (3 days in the office and 2 days remote)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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