Sr Specialist, Service Desk
Core
Expert in complex technology networks and T-Mobile processes supporting the Frontline Advanced Support - Service Desk, eliminating recurring difficulties and driving continual service improvements.
Role type
Senior Specialist, Service Desk (Network & Systems)
Builds
Immediate solutions for T-Mobile Frontline without further intervention
Domain
Telecommunications / Network Operations
Required skills
Active Directory, Desktop Application Support, End User Support, Escalation Management, Incident Management, Knowledge Management, Mobile Application Support, Multi-Factor Authentication, Remote Support, Service Request Management, Technical Support, Troubleshooting
Preferred skills
LAN/WAN hardware troubleshooting, Vendor support coordination, Process improvement development, Training material creation
Technologies
Microsoft desktop and server products, Windows based infrastructure, LTE Radio Access networks, IP networks, value added services, messaging platforms
Responsibilities
Provide technical troubleshooting and resolution of network and system impairments ranging from critical outages to single element faults; Mentor and train other specialists on fault identification, isolation, and resolution; Develop and present comprehensive training materials to SOC technicians and support teams; Act as a principle point of contact for status, outage, and update notifications; Correct release procedures in accordance with standard SDLC processes; Provide escalation point for vendor contact related to support systems
Seniority
Senior, hands-on IC