Service Desk Engineer - Unified Communications Job at Konica Minolta
Join us in our exciting growth and pursue a rewarding career with All Covered!
Position Objective
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.
Essential Job Functions
- Provide expert remote support for trouble shooting and educating the client on use of our telecom and UC services with a focus on:
- Client satisfaction
- Service delivery quality
- Technical excellence
- Drive to meet and exceed organizational goals for:
- Customer Satisfaction
- First Contact Resolution Rate
- Employee Satisfaction
- Average Speed to Answer
- Demonstrate 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 conflict
- 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
- Meet 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 position
Competencies (Knowledge, Skills and Abilities)
- Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
- Working knowledge of mobile devices, laptops and desktops
- Working knowledge of common desktop applications including the most current version of Microsoft Office
- Working knowledge of current tape and common business-class online backup solutions
- Working knowledge of client/server printing
- Strong interpersonal and oral communication skills, attention to details
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
- Ability to present ideas and solutions in user-friendly language
- Highly self-motivated and directed
- Proven analytical and problem-solving abilities
- Strong customer service orientation
- Experience working in a team-oriented, collaborative environment
- Ability to type between 30 to 45 words per minute
Experience, Educational Reqts and Certifications
- 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:
o Microsoft Technology Associate (MTA)
o CompTIA A+
o MCTS Windows 7 or 1 Core MCSA Windows 8 Exam
- 1+ years of experience with basic administration of the following:
o The most current versions of the Windows Server family operating system
o The most current versions of Microsoft Active Directory
o The most current versions of Microsoft Exchange Server
Konica Minolta Offers:
- Outstanding benefits package (including medical, dental, vision, life insurance)
- 401(k) plan with matching company contribution
- Generous holiday and paid time off schedules
- Ongoing professional development training
- Visible, exciting work supporting sales of cutting edge technology and workflow solutions.
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 U.S. 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.
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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