Address
Form of workOverview
The IIM Technical Support Specialist II provides first-line support for clients within the timelines set forth in the Master Services Agreements, assisting with general troubleshooting, bug resolution, upgrade support, maintenance questions & renewals, training registrations, basis functionality training, and providing backup to the System Engineers, as needed. All client interactions will be tracking in the Case / Project Management System.
Responsibilities
Key Responsibilities:
Qualifications
About Us
Konica Minolta's 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 CRN's 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 America's Best-in-State employers list. The company received Keypoint Intelligence's 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 IIM Technical Support Specialist II provides first-line support for clients within the timelines set forth in the Master Services Agreements, assisting with general troubleshooting, bug resolution, upgrade support, maintenance questions & renewals, training registrations, basis functionality training, and providing backup to the System Engineers, as needed. All client interactions will be tracking in the Case / Project Management System.
Responsibilities
- Delivers Technical Support to contracted customers, based on the SLA requirements set forth in the Master Services agreement.
- Provide proper documentation of all client interactions in the Case / Project Management System.
- Acquires and maintains current technical knowledge of relevant product/ service offerings as it pertains to document capture, storage, retrieval, electronic workflow, and data and systems integration.
- Assist in maintaining the customer-facing Portal, ensuring data is reported accurately to clients.
- Provide backup to the System Engineer role, supporting implementations as needed.
- Participates in Sales and Training events, as required.
- Participates in technical/ end user training classes in support of the installed document management solution.
- Participates in Internal and External customer handoffs
Key Responsibilities:
- Carry a minimum of 10 tickets with a suggested range of 12-20 tickets being held at any given time.
- Enter your time daily into time tracking system
- Quick review and assignment of requests as they come into the system
- Effective troubleshooting through data gathering in email, phone calls and remote sessions for verification of what is happening into the system.
- Escalation to Software Vendor when necessary
- Escalation to Manager for long outstanding ticket
- Performs other duties as assigned.
Qualifications
- Four-year college degree or satisfactory completion of a technical curriculum from an accredited computer school and/ or equivalent work experience
- Three years or greater experience in IIM Technical Support or equivalent related experience
- Excellent interpersonal and communications skills.
- Ability to execute within a remote team structure.
- Ability to manage a team of remote employees.
- Ability to collaborate with internal partners and external vendors to solve technical problems.
- Expert knowledge of Microsoft Office or Google Suite Applications
About Us
Konica Minolta's 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 CRN's 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 America's Best-in-State employers list. The company received Keypoint Intelligence's 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.
