On-Site Service Specialist II

General Information:

As OSS Specialist II you will provide Desk Side Support to IT users, for all IT matters requiring physical intervention. You will be responsible for supporting incident resolution by engaging with other support teams/groups within IT. You will also act as a representative of IT organization and face to the customer on behalf of other IT functions.

In addition to the primary responsibilities listed an OSS Specialist II may be required to travel to the customer sites and work overtime when necessary. The candidate should have the ability to train new hires and existing OSS as needed as well as create training material. Have the ability to work in a high-pressure, collaborative team environment

Primary Responsibilities:

• Troubleshoot issues throughout the facility & with remote users along with:
• Printers - manage supplies, provide troubleshooting, & coordinate with technicians.
• Phones - assist end users with setup of mobile devices, including MFA, Wi-Fi, and email along with managing hardware and setup for internal Cisco phones.
• Accounts - manage use & upkeep of shared user accounts.
• Factory PCs - manage deployment of hardware and setup of various types of software.
• Network - assist with adding or modifying network connections & cabling.
• Hardware - assist & manage various cabling and peripherals for user workstations.
• Work with multiple teams on IS & IT needs for integration of new devices & machines.
• Provide documentation of issues, solutions, and potential problems
• Provide ad-hoc training to IT users on common IT matters and guide them through self-service tools if required.
• Take care of physical stock management of devices and accessories including CMDB updates
• Manage logistics by using local logistic providers to ship and move devices across locations.
• Identify and report risks that might downgrade OSS service quality.
• Provide support to end users, IT equipment, and software in meeting rooms and similar user collabo-ration/common areas as part of desk-side support.
• Host and support third-party technicians.
• Regular checks of computer rooms including temperature, air conditioning, cabling and general func-tionality
• Follow given OSS governance (participate in meetings, follow escalation path, etc.)
• Follow OSS procedures defined in Runbook, SOPs, knowledge articles.
• Develop SOPs, Knowledge articles to guide OSS Specialist in their day to day work
• Develop training documents to be used in OSS Specialist training and onboarding
• Assist in training other OSS Specialist when requested by the Service Coordinator
• Provide backup support for other OSS Specialist as needed (remotely or onsite), travel may be required.
• Working tickets for remote sites, supporting users remotely and shipping/receiving devices as needed to support these sites.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Candidates must already have work authorization that would permit them to work for Hitachi Energy in the United States.
• Bachelor's Degree in Computer Science with 2 years applicable experience, Associate Degree with 2-5 years of tech support experience
• Be fluent in local and English language.
• Have a proactive and solution-oriented mindset and have the ability to work independently and self-driven.