Associates are subject matter experts in specific solution verticals and support customers, sales, and solution engineers via pre-sales consultations, deployments, enablement, troubleshooting & debugging, and lifecycle. Associates leverage their technical expertise within their solution vertical to assist peers and collaborate across product verticals. Associates work with customers, vendors and peers to ensure the best possible customer experience by leveraging a high-level of technical acumen, a strong understanding of customer management and soft-skills, and the ability to create plans of action with clearly defined tasks and executables.
Assoc Cloud Support Engineers are subject matter experts in solution verticals and support customers, sales, and solution engineers via pre-sales consultations, deployments, enablement, troubleshooting & debugging, and lifecycle. Associates leverage their technical expertise within their solution vertical to assist peers and collaborate across product verticals. Will work with customers, vendors and peers to ensure the best possible customer experience by leveraging a high-level of technical acumen, a strong understanding of customer management and soft-skills, and the ability to create plans of action with clearly defined tasks and executables.
What you'll do in your role.
Microsoft Cloud Solution Focus - Will be working with Microsoft Cloud Solutions such as Microsoft Azure and Intune, ATP, EMS, Security Score, and Teams.
Pre-Sales Consultations, Deployment, Enablement & Lifecycle - Will be responsible for working directly with both internal and external customers in a Pre-Sales consultancy capacity, leading and managing solution deployments into customer environments, supporting ongoing customer product enablement, and managing overall customer lifecycle.
Project/Program Management - Own and lead solution deployments into a customer environment. Participate in and lead internal projects as assigned by management and complete their required tasks on-time and with minimal direction. Will be tasked with multiple projects both technical and non-technical in nature and are expected to execute these projects while staying current on all other job responsibilities. Will need to collaborate with others in a professional and productive manner that supports project outcomes. Will be responsible for providing accurate project/program updates to leadership.
Troubleshooting & Debugging - Will be responsible for troubleshooting highly complex issues that may or may not have defined resolution steps, working to resolve customer issues in a timely manner. Is expected to escalate issues per defined technical tiers and process. Will be required to communicate updates, resolution steps and information to customers, leadership, and additional stakeholders in a clear, concise, and professional manner. Will be responsible for receiving inbound calls, chats, emails, and tickets directly from sales, solution engineers, and a customer's IT department. Is responsible for managing and resolving these issues in a professional manner as defined by process and expectations. Is expected to leverage their knowledge and skills to resolve complex customer issues with minimal outside engagement, internal or external to the team.
Documentation - Will be expected to document all work completed in the approved databases, forms, and customer communications as defined by process. Documentation will need to be kept up to date and information entered in real-time for all issues and projects the individual is working on. Will take ownership of the quality and accuracy of documentation they produce and data they enter. Is responsible for reporting and submitting repair/improvement requests to management regarding current documentation, processes, and tools.
Training & Certification - Is expected to complete all assigned trainings and achieve certifications as assigned by management per the defined Training & Certification path for Associates. Will be expected to complete trainings per schedule outlined by management while maintaining productivity amongst their other primary job responsibilities. Will be responsible for helping to identify and define training paths for the department.
Also responsible for other Duties/Projects as assigned by business management as needed.
The experience you'll bring.
High School Diploma/GED
Bachelors Degree
2-4 years Experience in telecommunications, IT administration, network engineering roles or technical support.
Microsoft Office
Communication Verbal/Written communication.
Problem Solving Critical thinking/problem solving.
Technical Support
Network Support
Entry level - VSP, VTSP, MDN, Microsoft Fundamentals, CPCSA, CPCNA or industry equivalent.
TWO relevant technical certification (Cradlepoint, Meraki, Fortinet, Microsoft, VMWare, Cisco, SDWAN, Security).
The starting pay range for a candidate selected for this position who is based in Colorado is generally within the range of $40,000 to $75,000 for annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. Employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of an employee's eligible earnings in the prior year.
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 193858BR
Department: Business Sales
Travel Required: No
