Tech Suppt Specialist II

Konica Minolta Business Solutions, U.S.A., Inc.•Ramsey, NJ

About The Position

The Technical Support Specialist II position will be responsible for providing technical expertise on Printer, Workgroup, Print Production/Industry Print and solutions calls. The Specialist will utilize electronics and mechanical aptitude to identify issues and support the customers to a resolution. The Technical Support Specialist II will work closely with team members to support all callers. Must be proficient with copy process, solutions and color technologies.

Requirements

Ability to use appropriate technology for the position (including Laptop, phone, IoT Devices)
Technical understanding and comfort with electricity, electrical wiring, electronics including tools
Strong mathematical, analytical, communication, and organization skills
Self-motivated and must excel in a minimally managed position

Nice To Haves

Schedule adherence score of 85% or Higher (Internal candidates)
Solution Goal maintained for 6 months (Internal candidates)
2 Knowledge Base Solutions created for a minimum of 6 months (Internal candidates)
Call Score Card of 85% total score for minimum of 3 months (Internal candidates)
Outward Associates completed (Internal candidates)
Outward Expert (Preferred) (Internal candidates)
Classroom Workgroup, Print Production and Solutions training (Internal candidates)
Bachelors degree preferred
3+ years of work experience in a technical capacity, preferably in the printer industry (preferred)
A+/N+ Certification Completed (preferred)

Responsibilities

In depth understanding of the complete line of Konica Minolta workgroup products along with the various host environments and operating systems which include Windows, Mac, and UNIX
Familiar with document creation applications including MS Publisher and Adobe CS for troubleshooting
Must be proficient on color issues as well as on Fiery and KM Empron controllers
Must have a good understanding of the main applications utilized with our Work Group products such as the Adobe product suite and understand protocols and topologies such as TCP/IP, Ethertalk, Netware, Wireless and USB
Apply technical knowledge to diagnose problems, referencing our Knowledge Base, service manuals, bulletins, schematics, repair tools and test equipment as well as other technical assets to provide hardware/software technical support and problem resolution over the phone/web for Konica Minolta Workgroup, Production Print/Industrial Print and solutions in a high-volume technical support center environment.
Will document each call providing detailed notes on the reported issues and troubleshooting recommendation and progress in our ticketing system to provide proper reporting and auditing
Good verbal and written communications skills along with the ability to maintain a professional attitude throughout all internal and external interactions
Very organized and detail oriented, with a high degree of accuracy and follow-up
Manage time effectively working on one or more concurrent projects
Must be able to travel on occasion for training or support purposes
The Contact Support Center is open 8:00AM to 8:00 PM, so the candidate must be flexible to work various shifts throughout the week