Engineer 3, Technical Support

Job Location: Snoqualmie 98065Reference Code: 196370 Learn more about T-Mobile At T-Mobile, we help customers connect with the people who matter most in their busy lives. That takes new ways of thinking and an appetite for challenge every day.Our IT, engineering and product development team members develop products that excite today's wireless users, enable our rapidly growing network and help to define the future of our dynamic industry. It takes smart minds to create simple, user-friendly solutions, manage the IT and network infrastructure, and keep the focus squarely on our customers. The challenges can be complex, but the rewards are genuine from career growth to a corporate culture that respects those who are not afraid to do things differently. If you're drawn to innovation and a high-energy environment, you belong at T-Mobile. Together, we can do great things. Engineer 3, Technical Support This position will be located in Snoqualmie, WA. At T-Mobile, we're looking for the next big idea. Yours. Around here, if you've got daring ideas about how we can better serve our customers—and the follow-through to back them up—you've got our attention. At T-Mobile, you'll work hard, be inspired to dream big, and have our full support in your quest to reach your professional potential. The fact is, we want the most talented people on our team, so it just makes good business sense to be 100% committed to your success. Every aspect of our company culture, from training to recognition programs, is designed to encourage you to learn, innovate, contribute, and achieve. Sound too good to be true? ...Come see for yourself. Welcome to T-Mobile! Subject Matter Expert (SME) to the second level (Tier2) technical support team. Responsibilities ? Carry out expert level diagnostic investigation for highly-complex IP network issues or issues with substantial service impact and collaborate with peer support teams to generate a support plan to resolve the issue in the shortest timeframe possible. ? Provide technical leadership to engineers and technicians who are diagnosing, troubleshooting and repairing issues within the T-Mobile IP Data network. ? Develop lab test plans ? Identify technical development opportunities for junior engineers in the organization and develop and implement training programs as required. ? Provide design recommendations to the relevant T-Mobile engineering organization 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 ATM, IP, GPRS,WAP, SMS, MMS, WiFi or Game Download Services equipment. This position is the primary interface between T-Mobile and the Vendor and, as such, requires the engineer to manage day to day compliance to the support service level agreements. ? Write, review and issue technical bulletins for distributions with in engineering and operations. ? Develop and distribute technical documentation such as Troubleshooting guides, Operational support documents and Methods of procedure. Functional Technical Skills This position requires the following functional, technical, or industry-related skills, knowledge, and abilities. ? Expert-level understanding of Operations and Maintenance procedures and Advanced Troubleshooting techniques across multiple platforms ? Strong understanding of system protocols and interfaces that are used within an IP network. Strong knowledge of routing architecture and protocols (strong understanding of OSPF required, understanding of BGP and MPLS is also required). Demonstrated knowledge of both routing and switching and link state versus distance vector protocols. ? Strong Understanding of TCP/IP required. Strong understanding of the functionality of the following types of equipment and services: Routers, Switches, Load Balancers, VPN concentrators and Radius. ? Strong vendor management skills, including issue escalation, negotiation of fix delivery dates and management of the service level agreements. ? Excellent analytical and technical troubleshooting skills. Able to perform investigation of complex customer issues and vendor equipment failures. ? Strong mentoring and leadership skills. Education and Experience This position requires the following relevant work experience, education, and specialized training: ? Qualified candidates must have a Bachelor's degree or equivalent work experience in one of the following or related technological discipline: Computer Science, Telecommunications, or Electrical Engineering. A Masters degree is preferred. ? The position requires at least 5 years of experience in fault analysis and IP protocol experience within the telecommunications industry ? Relevant vendor certification in Operations and Maintenance procedures and Advanced Troubleshooting techniques required. ? CCNP/CCIE preferred but not required Ability to work in on call rotation supporting the T-Mobile network. T-Mobile is an equal opportunity employer. We strongly support diversity in the workplace. T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce. If interested, please apply online here. The benefits of teamwork Career growth, personal recognition and diversity are all part of our high-energy culture. Team members enjoy competitive pay, generous paid time off, wicked-cool wireless discounts, education assistance, medical/dental, a superior company-matched 401(k) plan, training and development and more!