Managed Service Engineer

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
Managed Services Engineer provides engineering level support of managed services to Business customers. This includes the investigation and troubleshooting of chronic, complex, unresolved issues and/or overall product related troubles including configuration changes as needed. Fundamentals for the role include IP Networking, routing, protocols, Wireless technology.

This role requires a combination of technical, communication, and organizational skills to effectively meet the needs of Business customers and maintain their systems. Strong problem-solving skills combined with the ability to effectively communicate to Business customers of all levels (up to and including executives) is a necessity.

Job Responsibilities:

Troubleshooting and Problem Solving

• Identify, analyze, and resolve technical issues.
• Use of diagnostic tools and techniques to diagnose problems.
• Creative problem-solving to address unexpected challenges.
• Work with cross functional teams including engineers and other support as needed to resolve
   

Monitoring and Maintenance

• Skill in setting up and configuring monitoring tools to track system health and performance.
• Coordinate software upgrades when required and ensure pre and post check steps are followed.
• Proactive monitoring, identification and resolution of potential bottlenecks or vulnerabilities.

Configuration, Documentation and Reporting:

• Thoroughly document configurations, changes, and troubleshooting steps.
• Provide detailed incident reports and regular performance reports to clients as needed.
• Maintain an up-to-date knowledge base for common issues and resolutions.

Customer Service and Communication

• Ability to explain complex technical concepts to non-technical Business Customers in a clear and understandable manner.
• Active listening to gather detailed information about issues and requirements.

Education:

• High School Diploma/GED (Required)
• Associate's Degree STEM Program
  College Degree and/or 2-Years relevant work experience
  (Preferred)
• Managed Services Certifications:
  SASE, Managed Meraki (Preferred)

Work Experience:

• Ability to quickly identify, analyze and resolve technical issues.
• Proficiency in the specific technologies, platforms, and systems your service supports.
• Strong understanding of networking concepts, protocols, and configurations.
• Knowledge of cloud computing platforms, such as AWS, Azure, or Google Cloud.
• Familiarity with cybersecurity best practices and tools.
• (Required)
• 4-7 years • Experience in Telecommunications
• IT/Network Administration (Required)

Knowledge, Skills and Abilities:

• Network Troubleshooting
• Experience involving wireless network, mobility and application troubleshooting skills
• Experience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design
• (Preferred)
• Communication • Strong Verbal and Written
• Ability to explain complex technical concepts to non-technical Business Customers (at all levels including executives) in a clear and understandable manner.
• Active listening to gather detailed information (Required)
• Organization
• Efficiently manage tasks and prioritize workload to meet service level agreements (SLAs).
• Keep track of multiple client accounts, tasks, and projects simultaneously.
• Plan and execute tasks to minimize downtime and disruptions. (Required)
• Problem Solving • Logical thinking and adept troubleshooting skills (Required)
• Security • Knowledge of cybersecurity best practices including firewalls, intrusion detection systems, and security policies (Required)
• Learning and Development
• Stay updated with emerging technologies and industry trends.
• Quickly learn and adapt to new tools, systems, and software.
• Respond effectively to changing client needs and evolving technical landscapes. (Required)

• Computer Network Operations • Proficient in Microsoft suite (Required)
• Collaboration • Easy to collaborate with and take the lead as needed (Required)
• Project Management
• Excellent organizational, communication, presentation, Execution, and multi-tasking skills
• Keep track of multiple client accounts, tasks, and projects simultaneously.
• Plan and execute tasks to minimize downtime and disruptions. (Required)
• IP • Working knowledge of IP (Required)
• Valid driver’s license and safe driving record (Preferred)

• Licenses and Certifications:
• Cisco CCNA, Cisco CCNP, Cisco CCENT, CompTIA A+, CompTIA Network+, CompTIA Security+, MCP, MCP+1, MCSE, WCNA, etc. (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $69,200 - $124,900

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ359436&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.