Service Desk Engineer

3 weeks ago

Yorktown, United States Konica Minolta Business Solutions Ltd Full time
Job Description Overview

The Service Desk Engineer - UC (L1) position is a technical position for supporting clients LAN and service platform offerings. This group is focused on resolving issues remotely for our nationwide client base of telecom and unified communications clients. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.

***Although this opportunity is remote, you must live within 1 hour driving distance to Columbus, IN***

Responsibilities

* Provide expert remote support for trouble shooting and educating the client on use of our telecom and UC services with a focus on:

* Client satisfaction

* Service delivery quality

* Technical excellence

* Drive to meet and exceed organizational goals for:

* Customer Satisfaction

* First Contact Resolution Rate

* Employee Satisfaction

* Average Speed to Answer

* Demonstrate strong customer service skills to provide phone support including:

* Listening to the customer to gain an accurate understanding of the situation

* Being empathetic to the customer's situation and having a sense of urgency to resolve the issue

* Producing accurate and detailed documentation at the client and incident level

* Resolving conflict

* Provide expert remote support for SBCs, switching, phone hardware, mobile devices, and basic server administration

* Follow task creation, work, closure, and escalation procedures

* Support team members with resolving client issues

* Meet or exceed position Key Performance Indicators (KPIs)

* Excel in the areas of:

* Remote troubleshooting skills

* Client service skills

* Professionalism

* Punctuality

* Technical competencies defined for the position

Qualifications

* Call Center experience preferred

* High School Diploma or equivalent

* 1 to 2 years of experience with troubleshooting and providing remote support

* BA, BS or similar degree in Computers/Electronics or relevant experience

* At least one of the following industry certifications is required:

o Microsoft Technology Associate (MTA)

o CompTIA A+

o MCTS Windows 7 or 1 Core MCSA Windows 8 Exam

* 1+ years of experience with basic administration of the following:

o The most current versions of the Windows Server family operating system

o The most current versions of Microsoft Active Directory

o The most current versions of Microsoft Exchange Server

* Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus

* Working knowledge of mobile devices, laptops and desktops

* Working knowledge of common desktop applications including the most current version of Microsoft Office

* Working knowledge of current tape and common business-class online backup solutions

* Working knowledge of client/server printing

* Strong interpersonal and oral communication skills, attention to details

* Adept at reading, writing, and interpreting technical documentation and procedure manuals

* Ability to present ideas and solutions in user-friendly language

* Highly self-motivated and directed

* Proven analytical and problem-solving abilities

* Strong customer service orientation

* Experience working in a team-oriented, collaborative environment

* Ability to type between 30 to 45 words per minute

#dice

About Us

Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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