Sr Engineer, Technical Support
As America’s Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.This position serves as the Subject Matter Expert (SME) in multiple disciplines to second level (Tier 2) technical support and engineering teams. This position performs consultative support to Tier 2 Voice, Data & IP Platforms in the delivery of highly complex support for T-Mobile’s wireless network elements, platforms, systems, applications and services. This position uses professional concepts to carry out expert level diagnostic investigation of customer-impacting network issues and provides technical leadership/guidance and advice to other engineers who are diagnosing, troubleshooting and repairing complex computer systems. This position identifies technical development opportunities for other engineers, develops and implements technical training programs as needed. This position analyzes design, reliability and maintenance problems to the relevant T-Mobile and vendor organizations and provides design improvement recommendations to improve the customer experience or ease of operation long-term. The required support is performed over a wide array of platforms in the Network including, but not limited to HLR, MSC, BSC, RNC, BTS, OSS, VMS, LCS, ATM, IP, GPRS, WAP, SMS, MMS, and WIP, E-mail or Game Download Services equipment. This position is the technical lead on the supported systems and platforms. This position works with vendors on providing technical solutions for the system users.Expert-level understanding of Operations and Maintenance procedures and Advanced Troubleshooting techniques across multiple platforms
Expert-level understanding of system protocols and interfaces that are used within a wireless network
Ability to multitask and effectively handle multiple competing priorities
Expert-level understanding of GSM Network Signaling standards and protocols such as ISUP, MAP, BSSMAP/DTAP, SMS, and TCP/IP required
Solid understanding of GSM/UTRAN network architecture and understands 3GPP specifications
Solid hands-on experience of GSM/UTRAN/Core Network Node and integration to the OSS System
Excellent analytical and technical troubleshooting skills
Strong vendor management skills, including issue escalation, negotiation of fix delivery dates and management of the service level agreements
Excellent written and verbal communication skills
5-8+ years’ experience in fault analysis within the telecommunications industry
5-8+ years Hands-on experience of GSM/UTRAN/Core and network node integration to the OSS Systems
5+ years Wireless industry experience in the OSS and network management space. Experience in fault analysis within the telecommunications industry
High School Diploma/GED
Technical disciplineRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Resolves highly complex technical design or service issues that cannot be resolved through normal operations and maintenance procedures and provides leadership for root cause analysis to drive issue resolution and limits impact to the customer. Assist with RPI/RFP/RFQ processes for new technologies and collaborate with T-Mobile Engineering, Product Development and Vendor technical organizations when required to drive long-term product improvements. The principal engineer is required to engage in vendor management issues, coordinate updates for the national, regional and market teams.
Develops proactive initiatives geared towards exceeding network KPIs. Approves technical bulletins written by other members of the Tier 2 organization.
Devises and delivers training programs and supports documentation to other departments on new operation, maintenance and troubleshooting procedures. Produces technical bulletins in order to provide short term work-around solutions and guidance on current Network issues. This consistently requires a great deal of “out of box” thinking and complex analysis of software problems within the network. Provides leadership to others within the positions team or customer’s team.
Leads Engineering and Vendor teams with the validation of new products and services to ensure trouble free network introduction. This position will provide expert consultative support during major software upgrades as well as recommend network parameter settings.We Take Equal Opportunity Seriously – By Choice
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.
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