Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
About the role
- Technical Support Specialist delivering world-class support experience for global brands at Oak, resolving technical issues via phone, email, and chat.
Responsibilities
- Provide technical support and guidance to customers via phone, email and chat.
- Troubleshoot issues reported by customers and perform root cause analysis.
- Resolve technical problems efficiently and effectively, escalating complex issues to 2nd Line support where necessary.
- Collaborate with cross-functional teams to identify and resolve customer concerns.
- Able to plan, prioritise and organise workload, consistently working within service standards and agreed objectives.
- Identify opportunities for process improvement and contribute to the enhancement of support systems.
Requirements
- Proven work experience as a Technical Support Specialist or similar role.
- Strong knowledge of computer systems, hardware, and software.
- Excellent problem-solving and troubleshooting skills.
- Exceptional customer service and communication skills.
- Ability to work well in a fast-paced, team-oriented environment.
- Experience with remote support tools and ticketing systems (or similar software).
- Nice to have: Bachelor's degree in Computer Science, Information Technology, or a related field
Benefits
- Company laptop
- Flexible holidays
- Gym membership subsidy
- Vitality Health Insurance for you and your family
- Pension
- Extensive training
- Social events
- Based in Newcastle upon Tyne (hybrid with 2 / 3 days in the office)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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