Lead, Help Desk

4 weeks ago

York, United States KYOCERA Document Solutions Inc Full time
Overview

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it Kyocera Document Solutions America, Inc. was officially certified a Great Place to Work since 2021. An organization earns this distinction when its employees have expressed their trust the people they work for, have pride in what they do and enjoy the people they work with.

Kyocera is passionate about improving our customers’ lives with technology. This includes providing our customers with outstanding managed and support services to aid in the operation of their critical IT Solutions.   Kyocera’s suite of services, including application, network, server, and desktop support are delivered by a world-class team of technical experts. Our customer driven and value focused services, have resulted in considerable demand, requiring us to expand our team to meet the demands. The priority focus of the Help Desk Lead is to deliver exceptional service through a team of dedicated Help Desk Engineering professionals.  The Help Desk Lead is responsible for the delivery client services, customer satisfaction, applying advanced technical skills, ensuring successful resolution of customer issues.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

+         Monitor on duty agents and ensure tickets are being responded to in a timely manner.

+         Maintain the duty plan for all engineers and resources to deliver services within our hours of operation.

+         Maintain the skills matrix for the help desk engineering team to ensure all engineers have the required skills, certifications, and training to deliver exceptional service.

+         Act as an escalation point for team members, customers and Field Engineers in problem resolution and project implementation.

+         Perform quality assurance activities to ensure standardization of best practices for the team and service operations.

+         Maintain reporting for team activities, SLA/OLA adherence, and skills development

+         Respond to customer requests for service and problem resolution.

+         Act as a Help Desk Engineer as required by circumstance, or in coverage scenarios

Qualifications

Required:

+         Experience working for/with a Managed IT Services Provider

+         5+ year network administration experience and/or field network experience.

+         2-5 years managing a technical team.

+         Successful experience designing, installing and/or supporting networks in multiple environments for multiple clients.

+         Strong proficiency in configuring, deploying and troubleshooting all of the following networking services: HTTP, DNS, TCP/IP, VPNs, VLANs, VIPs, ACLs, Routing, Switching.

+         Advanced knowledge of Microsoft Office applications.

+         Strong computer analysis and diagnostic skills with the ability to implement quick and effective solutions to network problems.

+         Strong interpersonal and relationship-building skills, conducive to team development.

+         Excellent verbal and written communication skills.

Note

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.

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