Job Req ID: 5964
Job Title: RSC LVL 1 Engineer - Legal
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!
All Covered / Konica Minolta currently has an exciting opportunity for an RSC Level 1 Engineer! This role will focus on supporting our legal customers and experience in the legal industry, document management and time & billing software will be greatly helpful.
Due to the current circumstances brought about by Covid-19 outbreak, this position does not yet have a start date. However given the importance of the role, we will continue to actively interview candidates during this time, with the intention of completing the hiring process and extending an offer as soon as we are able to do so. Initial interviews will be over the phone and/or video.
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.
Essential Job Functions
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 and detailed documentation at the client and incident level
Provide expert remote support for desktops, printers, mobile devices, and basic server administration.
Follow task creation, work, closure, and escalation procedures
Support team members with resolving client issues
Meet or exceed position Key Performance Indicators (KPIs) Excel in the areas of:
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.
Competencies (Knowledge, Skills and Abilities)
Legal industry knowledge is a plus
Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
Working knowledge of mobile devices, laptops and desktops
Working knowledge of common desktop applications including the most current version of Microsoft Office
Working knowledge of current tape and common business-class online backup solutions
Working knowledge of client/server printing
Strong interpersonal and oral communication skills, attention to details
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
Experience, Educational Reqts and Certifications
Call Center experience preferred
High School Diploma or equivalent
1 to 2 years of experience with troubleshooting and providing remote support
BA, BS or similar degree in Computers/Electronics or relevant experience
1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
1+ years of experience with basic administration of the following:
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
At least one of the following industry certifications is preferred:
Microsoft Technology Associate (MTA)
MCTS/MCP Windows 7 or above
Konica Minolta Offers:
Outstanding benefits package (including medical, dental, vision, life insurance)
401(k) plan with matching company contribution
Generous holiday and paid time off schedules
Tuition Reimbursement Program
Ongoing professional development training
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.