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Be unstoppable with us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop! The End User Support (EUS) Senior Technician acts as an agent for the continuous, effective operation of corporate systems in the T-Mobile US Enterprise, ensuring connectivity and providing world-class customer service in a timely and professional manner. The goal of the role is to ensure that the accurate operational documentation and processes have been built for the services provided by EUS as well as provide support for Technicians. Must have excellent written and verbal communication skills. Strong analytical and solving skills. The ability to work in a fast-paced team environment providing solutions to diagnose and resolve problems. Expert level experience configuring and fixing windows-based and Mac OS computing systems, workstations, servers and networks is required. Job Responsibilities: Work on Incidents, Problems, and Request assigned to the EUS organization that are related to client hardware repair/provision, installing/fixing approved desktop applications, repair of desktop operating systems, network related issues, or issues related to phones and headsets. Actively chip in by crafting Knowledge Base Articles as well as reviewing and approve Knowledge Base articles submitted by the EUS organization. As a domain expert identify trends with incidents, diagnose problems, build problem records, and follow through by being responsible for the problem through to resolution. Handle and work through critical issues submitted from EUS organization or other leadership to include resolution, documentation, and follow up with appropriate entities. Ensure local site operations are adhering to EUS standards, while leading other EUS staff in local site operations. Education: Associate's Degree in Information Technology or equivalent experience required. Work Experience: 3 years IT related Field Experience. Hands on experience in computer support, preferably with some experience understanding an Enterprise/Call Center Environment. (Required) Knowledge, Skills and Abilities: Customer Service- Able to provide excellent customer service skills in person, in writing, and on the phone (Required) Core EUS Services - Authority in Client Operating Systems (Windows and Apple), Troubleshooting Applications, Cloud Applications, or Telecom (Required) Core Microsoft Application - Expert level understanding of O365, Internet Explorer, MS Edge, Chrome, and Anti-Virus (Required) Troubleshooting Skills- Expert level understanding of fixing application, hardware and OS issues (Required) Client Hardware- ability to fix/repair client hardware to include desktops, laptops, monitors, mice, and docking stations. (Required) Networking - Good understanding of networking technologies to include TCP/IP, Wireless technologies, patch panels (Required) Telephony - Good level understating of PBX, Voicemail, Headsets, and Telephony systems (Required) Root Cause Thinking - Demonstrable experience to proactively solve issues leading to root cause resolutions (Required) Technical Writing - Ability to build Knowledgebase articles, process documentation, as well as clearly communicate issues with systems. (Required) Licenses and Certifications: 2 or more current IT professional certifications (Client Hardware, Client Operating System, or Networking within 12 months of hire (Preferred) Current ITIL Foundation (Preferred) HDI Desktop Advanced Support Technician- within 6 months of h