OSS Support Specialist - Franklin Lakes, NJ

Info-Ways; Franklin Lakes (NJ); On-site; USD 28,000 - 41,000; Full time

Job summary

A leading IT services provider is seeking an OSS Support Specialist in Franklin Lakes, NJ. The role involves providing technical support, coaching team members, and ensuring effective installations of hardware/software while maintaining high customer satisfaction. Ideal candidates should have experience in IT help desk services and strong customer service skills. They may also be required to participate in on-call support, requiring the ability to lift technical equipment as needed. This position is contract-based for a duration of 6+ months.

Qualifications

• Experience in IT help desk and desktop services.
• Ability to install hardware/software and lift up to 30 pounds.
• Strong customer service and technical coaching skills.
• Ability to coordinate with users and other IT teams.
• On-call participation may be required.

Responsibilities

• Research and resolve complex questions via phone calls.
• Provide technical coaching to desktop services staff.
• Install new or upgraded hardware/software as assigned.
• Participate in team projects and IT on-call.
• Ensure accurate logging of customer incidents.

Skills

IT help desk experience

Customer service skills

Technical coaching skills

Ability to install hardware/software

Coordination with users

Job description

Overview

OSS Support Specialist - Franklin Lakes, NJ (Contract, IT)

Role: OSS Support Specialist
Location: Franklin Lakes, NJ
Duration: 6+ Months
BGV will be done for the selected candidates.

Responsibilities

1. Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
2. Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
3. Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
4. May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
5. Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.
6. Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
7. Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
8. Demonstrate initiative and act independently to resolve problems.
9. Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers, not all site require on-call participation.
10. Participate in team projects as requested.

Qualifications

• Experience in IT help desk and desktop services
• Ability to install hardware/software; lift up to 30 pounds
• Strong customer service and technical coaching skills
• Ability to coordinate with users and other IT teams
• On-call participation may be required

Application details

• Full Name
• Work Authorization
• Contact Number
• Email ID
• Skype ID
• Current location
• Willing to relocate
• Rate/hr

All your information will be kept confidential according to EEO guidelines.