Solutions Support Technician III

Canon Solutions America Burlington , NJ 08016

Posted 3 months ago


As a Solutions Support Technician you will be responsible for the technical support of reported hardware, networking and software problems You will be the initial contact with our customers providing direct support focused on triage, troubleshooting, problem resolution and escalation management.


  • Respond to user-reported issues with impeccable customer service skills, while maintaining established service level agreements
  • Triage customer reported issues and respond to them phone, email and on-line requests

  • Apply diverse technical skills towards troubleshooting focused on fault isolation

  • Maintain detailed incident ticket documentation for effective status communication

  • Focus on complex software and integrated solutions, with proven experience in incident resolution

  • Ability to work effectively in a team environment

  • Passion for customer service and satisfaction

  • Focus on continuous growth and improvement in capabilities with supported technologies


  • Typically requires general and/or vocational training plus 2 to 4 years of related experience.
  • 2 to 4+ years technical/information technology support work experience required (PC, Mac, Servers, networking, application software)

  • Excellent troubleshooting and analytical skills are required

  • Experience with remote support via tools and technology

  • Experience with knowledge management practices such as KCS is highly desired

  • Certification and advanced proficiency in supporting integrated systems technology, network troubleshooting, software support and document technologies / document management

  • Experience with specific software such as eCopy, uniFLOW, PrinterLogic, RightFax and one or more document management systems

  • Certifications/Licenses: HDI Support Center Analyst, KCS Foundations, A+, Network+, Server+ (preferred, or equivalent experience) - Up to 5% travel may be required; you must have a valid driver's license and an acceptable driving record

  • Ability to work remotely occasionally for business continuity

Company Overview

About our Company

  • Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Oc brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S. Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more. We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans. If you are not reviewing this job posting on our Careers' site, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at #CSA

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Solutions Support Technician III

Canon Solutions America