Service Desk Engineer

2 weeks ago


Yorktown, Virginia, United States Konica Minolta Full time
Job Title: Service Desk Engineer

At Konica Minolta, we are seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing expert remote support to our nationwide client base of telecom and unified communications clients.

Responsibilities:
  • Provide technical support for troubleshooting and educating clients on the use of our telecom and UC services.
  • Focus on client satisfaction, service delivery quality, and technical excellence.
  • Drive to meet and exceed organizational goals for customer satisfaction, first contact resolution rate, employee satisfaction, and average speed to answer.
  • Demonstrate strong customer service skills, including listening to clients, being empathetic, and producing accurate documentation.
  • Resolve conflicts and 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 and meet or exceed position Key Performance Indicators (KPIs).
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: Microsoft Technology Associate (MTA), CompTIA A+, or MCTS Windows 7 or 1 Core MCSA Windows 8 Exam.
  • 1+ years of experience with basic administration of Windows Server family operating system, Microsoft Active Directory, and Microsoft Exchange Server.
  • Familiarity with Mac OS (Desktop) and mobile devices is a plus.
  • Working knowledge of common desktop applications, including Microsoft Office.
  • Strong interpersonal and oral communication skills, attention to details, and ability to present ideas and solutions in user-friendly language.

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