Overview
On Site
USD 30.00 - 35.00 per hour
Full Time
Skills
Tier 2
Outsourcing
Computer Networking
Customer Service
Root Cause Analysis
SLA
Knowledge Base
Tier 1
Process Improvement
Technical Support
Network Support
Network
Internet
VoIP
Network Engineering
Help Desk
Routers
Cisco Certifications
LAN
WAN
VLAN
Routing
Project Management
Management
Provisioning
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
Description
As a Tier 2 Help Desk Support Specialist within the Customer Service Global Outsourcing (CS GO) organization, you will be responsible for resolving Severity 3-5 technical support tickets submitted by internal teams and external vendor partners. You'll troubleshoot issues related to voice systems, networking, and infrastructure that impact customer service operations across global contact centers.
Responsibilities:
Meet with users who have submitted support tickets to fully understand the issue, perform root cause analysis, and ensure the proper parties are looped in to resolve the issue.
Collaborate with internal engineering, infrastructure, and vendor support teams to drive resolution and root cause analysis
Monitor ticket queues and ensure timely response and resolution within SLA
Resolve troubleshooting requests, provisioning requests, and vetting requests (to ensure users have submitted necessary details before passing off to other team)
Document troubleshooting steps, resolutions, and known issues in the knowledge base
Provide feedback and guidance to Tier 1 and vendor support teams to reduce repeat issues
Participate in incident reviews and contribute to process improvement initiatives
Skills
Help desk support, Technical support, network support, Troubleshooting, voice network, voice systems, voice over internet protocol voip system software, voip, Network engineering, Help desk, Router, Ccna, lan/wan, vlan, ip routing
Additional Skills & Qualifications
Manage Sev 3-5 tickets.
Project Management for disseminating information.
Managing ticket queue from user submissions
Troubleshooting requests, provisioning requests, vetting requests to ensure users have submitted necessary details before passing off to other team
Contribute to SOPs for any new service they support
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Newark, NJ.
Pay and Benefits
The pay range for this position is $30.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Nov 27, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
As a Tier 2 Help Desk Support Specialist within the Customer Service Global Outsourcing (CS GO) organization, you will be responsible for resolving Severity 3-5 technical support tickets submitted by internal teams and external vendor partners. You'll troubleshoot issues related to voice systems, networking, and infrastructure that impact customer service operations across global contact centers.
Responsibilities:
Meet with users who have submitted support tickets to fully understand the issue, perform root cause analysis, and ensure the proper parties are looped in to resolve the issue.
Collaborate with internal engineering, infrastructure, and vendor support teams to drive resolution and root cause analysis
Monitor ticket queues and ensure timely response and resolution within SLA
Resolve troubleshooting requests, provisioning requests, and vetting requests (to ensure users have submitted necessary details before passing off to other team)
Document troubleshooting steps, resolutions, and known issues in the knowledge base
Provide feedback and guidance to Tier 1 and vendor support teams to reduce repeat issues
Participate in incident reviews and contribute to process improvement initiatives
Skills
Help desk support, Technical support, network support, Troubleshooting, voice network, voice systems, voice over internet protocol voip system software, voip, Network engineering, Help desk, Router, Ccna, lan/wan, vlan, ip routing
Additional Skills & Qualifications
Manage Sev 3-5 tickets.
Project Management for disseminating information.
Managing ticket queue from user submissions
Troubleshooting requests, provisioning requests, vetting requests to ensure users have submitted necessary details before passing off to other team
Contribute to SOPs for any new service they support
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Newark, NJ.
Pay and Benefits
The pay range for this position is $30.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Nov 27, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.