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
- Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
Responsibilities
- Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
- Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible.
- Follow best practice for ticket management as outlined in boxxe’s Standard Operating Procedure (SOP).
- Ensure a high level of first-time fixes are achieved.
- Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
- Manage 3rd party communication and tickets via their respective portals and email.
- Appropriate and timely escalation of incidents and request to senior teams.
- Provide exceptional communication between the service desk, NOC, resolver groups and end users.
- Communicate at all levels within the business in both written and verbal form.
- Consistently maintain a high level of customer satisfaction.
- Provide regular feedback to customer regarding the status of their tickets.
- Meet and exceed customer specific service level agreements (SLAs).
Requirements
- Basic IT knowledge with a willingness to expand skills.
- Basic understanding of hardware and software components
- Experience using M365, Active Directory and MS Exchange
- Exemplary Communication Skills including telephone manner
- Previous Service Desk Experience (Desired not essential)
- Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)
- Experience working with an event monitoring platform (Desired not essential)
- Experience with Cisco Meraki dashboards (Desired not essential)
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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