Remote Support Center LVL 1 Engineer

Remote Support Center LVL 1 Engineer
MD - Baltimore

Job Description

All Covered, IT Services Division of Konica Minolta , 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.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

The Remote Support Center Level 2 Engineer position is a mid-level technical position based in one of our Remote Support Centers (RSC). The RSC is a group focused on resolving issues remotely for our nationwide client base. The L2 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.

Duties and Essential Job Functions:

  • Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:
    - Client satisfaction.
    - Service delivery quality.
    - Technical excellence.
  • Drive to meet and exceed organizational goals for:
    - Cost Per Contact.
    - Utilization.
    - 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, detailed documentation at the client, problem and incident level.
    - Resolving conflict.
  • Provide remote support for Level 2 issues (desktop, server and infrastructure support).
  • Follow task creation, work, closure, and escalation procedures.
  • Support team members with resolving client issues.
  • Meet or exceed position Key Performance Indicators (KPIs).
  • Serve as a technical escalation point and mentor to Level 1 Engineers.
  • Producing and providing technical training to team members.
  • Excel in the areas of:
    - Remote troubleshooting skills.
    - Client service skills.
    - Professionalism.
    - Punctuality.
    - Technical competencies defined for the position.

    Job Requirements


  • Call center experience.
  • 3 or more 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:
    - MCTS/MCP Server 2008 or above
    - MCTS/MCP Exchange 2007 or above
    - CompTIA Server+
    - Cisco Certified Network Administrator (CCNA)
    - Apple Certified Technical Coordinator (ACTC)
  • 3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems.
  • 3+ years of experience with administering of the following technologies is preferred:
    - 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 Server.
  • A working knowledge of the following technologies:
    - Current desktops, laptops, servers and networking basics.
    - Current Windows Desktop Operating Systems.
    - Current Windows Server Operating Systems and services.
    - Windows Active Directory (User Management/Administration/Group Policy).
    - Current Exchange Server.
    - Current firewalls and security.
    - Common server tape and online backup solutions.
    - Common desktop applications including Microsoft Office Suite.
    Common TCP/IP services including HTTP, FTP, DNS, and DHCP.
  • Hands-on software and hardware troubleshooting experience.
  • Strong interpersonal, written and oral communication skills, attention to detail.
  • 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.

    Success Characteristics
  • Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality.
  • Service to team members and customers alike.
  • Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
  • Affinity for and successful experience with small to medium size business environments.
  • Ability to adapt and thrive in a constantly changing work environment.

    Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training. This training is generally conducted within the 1st three (3) months of employment with the company. Additional skills training will also be available and further travel within the U.S. may be required for this position.

    Konica Minolta offers:
  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, life insurance)
  • 401(k) plan with matching company contribution
  • Excellent holiday/vacation plans.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    KMBS 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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