The Wireless Support Technician Apprentice provides technical expertise to IT&E customers on all matters related to wireless handsets, fixed wireless, mobile applications, WiFi, and owns all customer reported performance issues from engagement to resolution. Wireless Technician Apprentices operate out of a variety of environments, including in-line stores, enterprise sales, kiosks, special events, and field operations at customer premises. As an apprentice, this position will also be completing Related Training Instruction that will go toward the attainment of certification and college credit. This position holds compliance obligations with various manufactures and vendors that impose specific technical training and vendor-provided certification for their product/service. These certifications must be achieved within the probationary period and maintained throughout employment as a wireless technician.

Responsibilities

The Employee will:

• Know and uphold the established IT&E mission, policies and procedures, IT&E and department objectives, quality assurance and safety programs and standards.
• Participate in all training and continuing education events for products, services, device development, repair, and troubleshooting.
• Work shift schedule and irregular hours as operationally required at any of the companys sales and support centers, temporary locations, and special events.
• Program, provision, and troubleshoot products and services in the companys portfolio including but not limited to: Cellular devices, Land-Based Mobile Radio (LMR) including but not limited to TETRA and P25, Fixed Wireless Access Solutions, Smart Home Solutions, Wi-Fi, Mobile Broadband, International Roaming, Push-to-talk, Messaging, IPTV, and OTT services.
• Perform specialized technical work for Apple related support including device troubleshooting, initial set-up, warranty repair, and out-of-warranty repair. Employee must achieve and maintain Apple certification as a requirement of this position and as required by Apple for IT&Es overall compliance.
• Providing Samsung after-sales support and service including warranty and out-of-warranty repairs, device troubleshooting, initial set-up, data transfers. Employee will be expected to achieve Samsung Certification for after-sales support, repair certification, Level-1 certification, and VOC.
• Perform troubleshooting and service verification across different platforms. Including field and drive-test support.
• Issue recommendations to end users based on device troubleshooting and inspection according to warranty coverage and eligibility.
• Perform surveys of customer premises relative to service feasibility and suitability determination.
• May be detailed to participate in capital project work related to customer experience or new device/service launch as needed.
• Responsible for the timely engagement of customer trouble tickets and continuous contact with customers to ensure expectations are managed. Also, responsible for trouble ticket reporting and analysis.
• Coordinates with other teams on trouble report classification, returned device management, NFF prevention (no-fault-found). Also assists NDET team with troubleshooting activities that are customer affecting.
• Participates in company offered training, inter-departmental training, cross-functional training initiatives for upward mobility.
• Maintain various records. Performs routine posting and filing activities. Prepares, maintains and/or submits daily and monthly reports in conjunction with standards of performance, requisitions, receipts, and other related forms.
• Performs routine office and workstation housekeeping and appearance duties
• Perform other related duties or tasks as assigned or required.

Required Qualifications, Capabilities, And Skills

• Must provide a High School Diploma or G.E.D.
• Must be a US citizen or resident alien.
• Must be at least 18 years of age or older.
• Must have been a resident of Guam for a period not less than three (3) consecutive years before entry into the program.
• Mayors Verification must be submitted upon hire.
• Must be able to attend a minimum of two (2) classes per semester as identified by program coordinator, while working forty (40) hours per week with IT&E.

Preferred Qualifications, Capabilities, And Skills

• Knowledge of telecommunications standards and practices and theories of wireless communications and radio frequency fundamentals.
• Skills in operating and troubleshooting handsets, smart-phones, air cards and other telecommunications devices.
• Ability to comprehend the technical aspects of wireless telecommunications products and services.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The physical activity of this position includes standing: remaining upright for sustained periods of time, Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. Finger