Remote Support Engineer - Level 3

Remote Support Engineer - Level 3
IL - Chicago

Job Description

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

Role Summary:

The Remote Support Center (RSC) Level 3 Engineer is to provide excellent customer service by reflecting the client-centric and quality focused mission of All Covered while delivering advanced remote technical support to our clients. The Level 3 Engineer will be expected to provide systems engineering, network administration, and end user support.

Duties and Essential Role Functions:

  • Drive to meet organizational goals including, but not limited to: Cost per Contact (CPC), Utilization, Customer Satisfaction, First Contact Resolution Rate (FCRR), and Average Speed to Answer (ASA).
  • Consistently meet or exceed Key Performance Indicators (KPI) defined for the position.
  • Demonstrate strong customer service skills while providing remote telephone support including:
    - Listening carefully to the customer to gain an accurate understanding of the situation.
    - Being empathetic to the situation and having a sense of urgency to resolve the issue.
    - Producing accurate and detailed documentation at the client, problem and incident level.
    - Resolving conflict related to customer satisfaction with the organization or situation.
  • Reactive and proactive analysis and troubleshooting of client environments utilizing independent judgment, experience, and discretion.
  • Perform user device, server, and network diagnostic and repairs including modifications to a variety of desktop, server, network, and mobile device operating systems.
  • Analyze desktop, server, and network device performance in an effort to identify deficiencies and recommend solutions for maximizing the design of a client’s IT environment.
  • Provide the expertise to diagnose and remediate server, network and end user issues that are escalated by other members of the Remote Support delivery team.
  • Participate in technical discussions with onsite engineers and account stakeholders.
  • Develop Subject Matter Expertise (SME) in focused areas as needs dictate.
  • Contribute in peer-to-peer technical and leadership training activities.
  • Provide on-the-job technical training and mentoring for other members of the Remote Support team.
  • Timely escalation of issues that prevent the above job functions from being performed.
  • Participate in the on call rotation that may include off hours support.

    Note: 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.

    Job Requirements

    Qualifications:

  • BA or BS degree or equivalent combination of relevant education and experience.
  • At least one of the following industry certifications is required:
    - MCSA/MCSE Windows Server 2003 or above
    - MCITP
    - Citrix CCA
    - CCNA with Specialization (Security, Voice, Wireless)
    - Apple Certified System Administrator (ACSA)
    - VMware Certified Professional (VCP)
    - SonicWALL: CSSA
  • At least 5 years of experience provisioning, managing, and troubleshooting Microsoft Active Directory, Windows Server 2003/2008, and Microsoft Exchange 2003/2007/2010.
  • An advanced understanding of and practical deployment experience with virtualized environments. Experience with VMware, Citrix, or Microsoft Hyper V is preferred.
  • Experience with planning, designing, implementing and supporting client/server networking environments for multiple small to medium sized businesses.
  • Advanced understanding of and practical experience provisioning, managing, and troubleshooting firewall appliances and services from major network security vendors. Experience with Cisco ASA or SonicWALL NSA appliances is preferred.
  • Advanced understanding of and practical experience provisioning, managing, and troubleshooting storage technologies from major storage vendors. Experience with EqualLogic, NetApp, Compellent, or EMC is preferred.
  • Advanced understanding of and practical experience provisioning, managing, and troubleshooting of backup and disaster recovery processes, software, and hardware from major vendors including: single and multi-tape backup libraries, disk-to-disk, and disk-to-cloud technologies.
  • Advanced understanding of and practical deployment experience of Client and Server Mobile messaging technologies including Blackberry Enterprise Server and Active Sync and associated handheld and tablet devices.
  • Advanced understanding of WLAN and wireless security concepts. Experience with Cisco or SonicWALL wireless access points is preferred.
  • Demonstrated skill with Visio or other network diagram software.
  • Intermediate to Advanced Linux administration considered a plus.
  • Intermediate to Advanced Apple Macintosh administration considered a plus.
  • Must possess strong interpersonal skills conducive to team development and excellent customer service.
  • Proven ability to operate productively in a fast-paced metric-driven call-center environment.
  • Ability to effectively communicate with users over the phone and provide remote support using a variety of remote support tools. Experience with RDP, Kaseya, LogMeIn and Bomgar is preferred.
  • Must be detail-oriented, self-motivated, and require minimal supervision to meet or exceed the duties and functions of the job.
  • Excellent verbal and written communication skills.
  • Able to explain technical issues in way that is clear and understandable to non-technical people.
  • Strong customer service orientation even in the face of adverse service conditions.
  • Must possess a reliable form of transportation to office location.

    Training:
    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.

    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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