Website:
talent500.com
Job details:
About T-Mobile:
T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.
About TMUS Global Solutions:
TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.
TMUS India Private Limited operates as TMUS Global Solutions.
TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. ("ANSR") as its exclusive recruiting partner. That means that any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.
TMUS Global Solutions will never seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) before candidate accepts a formal offer.
JOB SUMMARY:
The Sr Specialist, Service Desk serves as an advanced technology support professional responsible for diagnosing, troubleshooting, and resolving complex end user and enterprise technology issues. This role goes beyond traditional Tier 1 support by owning issues end to end, performing deep technical analysis, and driving durable resolution rather than simple ticket handling. Sr Specialists engage directly with employees through live calls, chat, and ticket workflows, while also partnering with engineering, platform, and service teams to resolve systemic problems. Success is measured through resolution quality, reduction of repeat issues, and improved employee technology experience. This role is a key contributor in T-Mobile’s evolution toward a modern, AI enabled, digital first support model.
Key Responsibilities:
- Essential job duties which are crucial to the performance of the job. Think “Why does T-Mobile have this job? What’s the value this role brings to T-Mobile?”
- Own and resolve complex technology incidents and service requests that require advanced troubleshooting across devices, operating systems, applications, access, identity, and integrations
- Provide live support through phone, chat, and ticket channels while maintaining high quality diagnostics, documentation, and customer experience
- Collaborate closely with engineering, infrastructure, security, and service management teams to drive permanent fixes and improvements
- Contribute to knowledge creation, process improvements, and automation opportunities that elevate Tier 2 effectiveness
- Identify trends in incidents and service requests, providing insights that inform proactive improvements and experience optimization
- Serve as an escalation point for complex or high impact issues requiring advanced technical expertise
- Also responsible for other duties/projects as assigned by business management as needed.
Must Have Skills & Experience:
- 3+ Years Experience across Windows and macOS environments, enterprise applications, identity and access management, and endpoint technologies.
- 3+ Years Experience advanced service desk, desktop, or enterprise IT support environments.
- Problem Solving: Proven expertise in troubleshooting enterprise technologies, applications, devices, and access issues.
- Communication: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
Nice to have Skills:
- AI-driven automation or agentic AI experience in IT support.
- BI reporting and analytics tools experience.
- Preferred Certifications: ITIL, HDI, Six Sigma or Relevant Preferred.
Education:
- Bachelor’s degree in business management, Computer Science, or related field OR equivalent combination of education and experience.
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