Network Operations Technician (Core Fault Isolation Team)
CurrentAnalyze and resolve complex technical issues reported by T-Mobile subscriber or other sources. Working with local markets and Tier 2 Operational teams to fault isolate, repair or escalate complex network issues on a wide array of platforms in the network.Work with Executive Customer relations on escalated T-Mobile Senior Executive and Customer issuesContacting other carriers to open tickets to resolve our customer complaintsAssembling conference calls between multiple parties to troubleshoot large outagesPhone contact with customers as needed to resolve subscriber issuesKnowledge of network technologies such as GSM, UMTS, UMA, IMS, and VoicemailSome involvement with RAN and UTRAN Understanding of SIP and SS7 translationsProficient of protocol analyzer tools Geoprobe and IrisGood skills in Microsoft applications, such as Word, Excel, and OutlookTraining and mentoring junior technicians on resolution of complex customer trouble ticketsCreation of technical documents for trainingUpdate Customer Care call flows to avoid unnecessary trouble tickets
