Service Desk Engineer

3 days ago

Yorktown, Virginia, United States Konica Minolta Business Solutions Full time
Job Title: Service Desk Engineer - UC

Overview:

The Service Desk Engineer - UC position is a technical role that involves supporting clients with LAN and service platform offerings. This group focuses on resolving issues remotely for a 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, email, or our client portal.

Responsibilities:

  • Provide expert remote 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).

Requirements:

  • 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+, 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.
  • Highly self-motivated and directed, with proven analytical and problem-solving abilities.
  • Strong customer service orientation and experience working in a team-oriented, collaborative environment.
  • Ability to type between 30 to 45 words per minute.

About Us:

Konica Minolta Business Solutions U.S.A., Inc. is a leading provider of office technology solutions, including IT Services, intelligent information management, managed print services, and industrial and commercial print solutions.

The company guides and supports its clients' digital transformation through its expansive office technology portfolio.

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.

The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI Most Color Consistent A3 Brand Award for its bizhub i-Series.

Konica Minolta is an equal opportunity and affirmative action employer.

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