RSC LVL 1 Engineer

Employer
Konica Minolta Business Solutions, USA, Inc.
Location
Sykesville, MD
Posted
Jul 13, 2018
Closes
Jul 16, 2018
Function
Engineer
Industry
Engineering
Hours
Full Time
All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS) , is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment. With over 1,000 employees across the US and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company. Please join us in our exciting growth and pursue a rewarding career with All Covered! Position Objective The Remote Support Center Level 1 Engineer (L1) position is our first level of support working directly with end users to resolve technology issues remotely for our nationwide client base. Members of the Remote Support Center (RSC) will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.The Remote Support Center Level 1 Engineer (L1) position is our first level of support working directly with end users to resolve technology issues remotely for our nationwide client base. Members of the Remote Support Center (RSC) will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service. Essential Job Functions Provide expert remote desktop support and basic server administration with a focus on:- Client satisfaction- Service delivery quality- Technical excellenceDrive to meet and exceed organizational goals for:- Cost per Contact- Utilization- Customer Satisfaction- First Contact Resolution Rate- Employee Satisfaction- Average Speed to AnswerDemonstrate 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 conflictProvide expert remote support for desktops, printers, mobile devices, and basic server administration.Follow 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 skills- Client service skills- Professionalism- Punctuality- Technical competencies defined for the positionNote: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.Provide expert remote desktop support and basic server administration with a focus on:- Client satisfaction- Service delivery quality- Technical excellenceDrive to meet and exceed organizational goals for:- Cost per Contact- Utilization- Customer Satisfaction- First Contact Resolution Rate- Employee Satisfaction- Average Speed to AnswerDemonstrate 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 conflictProvide expert remote support for desktops, printers, mobile devices, and basic server administration.Follow 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 skills- Client service skills- Professionalism- Punctuality- Technical competencies defined for the positionNote: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. Competencies (Knowledge, Skills and Abilities) Familiarity 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 minuteFamiliarity 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 minute Experience, Educational Reqts and Certifications 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 experience1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems1+ years of experience with basic administration of the following:- The most current versions of the Windows Server family operating system- The most current versions of Microsoft Active Directory- The most current versions of Microsoft Exchange ServerAt least one of the following industry certifications is preferred:- Microsoft Technology Associate (MTA)- CompTIA A+- MCTS/MCP Windows 7 or aboveCall 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 experience1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems1+ years of experience with basic administration of the following:- The most current versions of the Windows Server family operating system- The most current versions of Microsoft Active Directory- The most current versions of Microsoft Exchange ServerAt least one of the following industry certifications is preferred:- Microsoft Technology Associate (MTA)- CompTIA A+- MCTS/MCP Windows 7 or above Konica Minolta Offers: Competitive salary (base salary + commissions). Strong results are well rewarded; President's Club winners have earned trips to Ireland, Panama, Banff and this year, Atlantis, Bahamas. Outstanding benefits package (including medical, dental, vision, life insurance) 401(k) plan with matching company contribution Generous holiday and paid time off schedules Tuition Reimbursement Program Ongoing professional development training including access to online Harvard Manage/Mentor courses 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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