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
- Product Support Technician providing advanced Tier 2 remote support for CBP applications. Collaborating with development teams and enhancing customer satisfaction for DHS.
Responsibilities
- Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software
- Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow
- Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution
- Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps
- Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality
- Develop and maintain knowledge base articles, training materials, and documentation for the help desk team
- Define and strategize Incident, Knowledge, and Problem management across a large-scale organization
- Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments
- Possess and apply a comprehensive knowledge of working with end user business applications/software
- Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner
- Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction
- Lead initiatives to improve help desk processes, efficiency, and customer service quality
Requirements
- Must be a U.S. Citizen with the ability to pass CBP background investigation
- 3-year check for felony convictions
- 1 year check for illegal drug use
- 1 year check for misconduct such as theft or fraud
- Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
- Experience using a service desk ticketing system
- Experience providing advanced support to end-users spanning a variety of application/software issues
- Experience working with a development team in identifying, researching, and resolving advanced application software issues
- Experience documenting, tracking, and monitoring the problem to ensure a timely resolution
- Ensuring product quality and timeliness of efforts
- Demonstrated Incident, Knowledge, and Problem Management
- Available for an on-call rotation depending on the application that is supported.
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
Job title
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