RSC LVL 1 Engineer
MA - Concord
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!
The Remote Support Center Level 1 Engineer (L1) position is our first level of support working directly with end users to resolve technology issues remotely for our nationwide client base. Members of the Remote Support Center (RSC) will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.
Duties and Essential Role Functions:
- Client satisfaction
- Service delivery quality
- Technical excellence
- Cost per Contact
- Customer Satisfaction
- First Contact Resolution Rate
- Employee Satisfaction
- Average Speed to Answer
- 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
- Remote troubleshooting skills
- Client service skills
- Technical competencies defined for the position
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.
- Microsoft Technology Associate (MTA)
- CompTIA A+
- MCTS/MCP Windows 7 or above
- 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
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.
Staff members will be expected to interact daily with business leaders, department leaders, team members, and a variety of clients. Reports to and interacts with local Manager.
Staff members are expected to spend consecutive hours in front of a computer monitor using a keyboard and mouse. The work schedule is either 8 hours per day 5 days per week (5/8's) or 10 hours per day 4 days per week (4/10's) starting at various times with periodic opportunities for overtime. The center operates on a 24/7 schedule.
Konica Minolta offers:
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.
All Covered is a Gold Certified Microsoft Partner.