Konica Minolta Business Solutions
Service Desk Engineer - UC
Konica Minolta Business Solutions, Yorktown, Indiana, United States, 47396
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 satisfactionService delivery qualityTechnical excellenceDrive to meet and exceed organizational goals for:Customer SatisfactionFirst Contact Resolution RateEmployee SatisfactionAverage Speed to AnswerDemonstrate strong customer service skills to provide phone support including:Listening to the customer to gain an accurate understanding of the situationBeing empathetic to the customers situation and having a sense of urgency to resolve the issueProducing accurate and detailed documentation at the client and incident levelResolving conflictProvide expert remote support for SBCs, switching, phone hardware, mobile devices, and basic server administrationFollow task creation, work, closure, and escalation proceduresSupport team members with resolving client issuesMeet or exceed position Key Performance Indicators (KPIs)Excel in the areas of:Remote troubleshooting skillsClient service skillsProfessionalismPunctualityTechnical competencies defined for the positionQualifications:Call Center experience preferredHigh School Diploma or equivalent1 to 2 years of experience with troubleshooting and providing remote supportBA, BS or similar degree in Computers/Electronics or relevant experienceAt 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 Exam1+ years of experience with basic administration of the following:o The most current versions of the Windows Server family operating systemo The most current versions of Microsoft Active Directoryo The most current versions of Microsoft Exchange ServerFamiliarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plusWorking knowledge of mobile devices, laptops and desktopsWorking knowledge of common desktop applications including the most current version of Microsoft OfficeWorking knowledge of current tape and common business-class online backup solutionsWorking knowledge of client/server printingStrong interpersonal and oral communication skills, attention to detailsAdept at reading, writing, and interpreting technical documentation and procedure manualsAbility to present ideas and solutions in user-friendly languageHighly self-motivated and directedProven analytical and problem-solving abilitiesStrong customer service orientationExperience working in a team-oriented, collaborative environmentAbility to type between 30 to 45 words per minuteAbout Us:Konica Minoltas 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 CRNs 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 Americas Best-in-State employers list. The company received Keypoint Intelligences 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.
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 satisfactionService delivery qualityTechnical excellenceDrive to meet and exceed organizational goals for:Customer SatisfactionFirst Contact Resolution RateEmployee SatisfactionAverage Speed to AnswerDemonstrate strong customer service skills to provide phone support including:Listening to the customer to gain an accurate understanding of the situationBeing empathetic to the customers situation and having a sense of urgency to resolve the issueProducing accurate and detailed documentation at the client and incident levelResolving conflictProvide expert remote support for SBCs, switching, phone hardware, mobile devices, and basic server administrationFollow task creation, work, closure, and escalation proceduresSupport team members with resolving client issuesMeet or exceed position Key Performance Indicators (KPIs)Excel in the areas of:Remote troubleshooting skillsClient service skillsProfessionalismPunctualityTechnical competencies defined for the positionQualifications:Call Center experience preferredHigh School Diploma or equivalent1 to 2 years of experience with troubleshooting and providing remote supportBA, BS or similar degree in Computers/Electronics or relevant experienceAt 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 Exam1+ years of experience with basic administration of the following:o The most current versions of the Windows Server family operating systemo The most current versions of Microsoft Active Directoryo The most current versions of Microsoft Exchange ServerFamiliarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plusWorking knowledge of mobile devices, laptops and desktopsWorking knowledge of common desktop applications including the most current version of Microsoft OfficeWorking knowledge of current tape and common business-class online backup solutionsWorking knowledge of client/server printingStrong interpersonal and oral communication skills, attention to detailsAdept at reading, writing, and interpreting technical documentation and procedure manualsAbility to present ideas and solutions in user-friendly languageHighly self-motivated and directedProven analytical and problem-solving abilitiesStrong customer service orientationExperience working in a team-oriented, collaborative environmentAbility to type between 30 to 45 words per minuteAbout Us:Konica Minoltas 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 CRNs 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 Americas Best-in-State employers list. The company received Keypoint Intelligences 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.