Location: Piscataway, NJ
Duration: 12 months
Onsite requirement at Piscataway, NJ; Must be able to work on-call rotation
ALL SUBMITTALS NEED TO ANSWER THESE QUESTIONS IN THE SUBMITTAL COMMENTS:
1. Are you able to be onsite daily? Are you able to work an on-call rotation every other week?
2. How many years of experience working with servers? Specifically, ProLiant.
a. Describe troubleshooting servers and hands on repairs
b. Describe other type of hardware repair and troubleshooting
3. Describe your leadership and organizational skills
4. Describe your experience being remotely managed
Responsibilities:
• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
• Review and may resolve complex business issues.
• Excellent communication skills. Add case resolution to KMS.
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Education and Experience Required:
• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level or equivalent experience. BA/BS or equivalent experience preferred.
• 3-5 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.
Knowledge and Skills:
• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
##### reserves the right to hire after 90 days, please ensure the candidate is willing to be hired.
