Technical Support Specialist II
Konica Minolta Business Solutions Canada, Ramsey, NJ, United States
Overview
The Technical Support Specialist will provide hardware and software support for Konica Minolta Workgroup, Production Print, and Industrial Print solutions. The role involves diagnosing issues, providing troubleshooting recommendations, and ensuring high-quality customer interactions within a high-volume support center. The position requires a customer-focused attitude, strong technical knowledge, and the ability to manage multiple concurrent assignments.
Responsibilities
Diagnose and resolve hardware and software issues for Konica Minolta Workgroup, Production Print, and Industrial Print solutions.
Use the Knowledge Base, service manuals, bulletins, schematics, and test equipment to troubleshoot and document each call in the ticketing system.
Maintain a schedule adherence score of at least 85% and meet call score card requirements.
Create at least two new Knowledge Base solutions that remain relevant for a minimum of six months.
Participate in internal training programs including Classroom Workgroup, Print Production, and Solutions training.
Use appropriate technology such as laptops, phones, and IoT devices for support tasks.
Collaborate with team members to complete Outward Associates and strive for Outward Expert certification.
Adhere to service center hours 8:00 AM–8:00 PM, demonstrating flexibility for shift work and occasional travel.
Qualifications
Bachelor’s degree preferred.
Minimum of three years of technical experience, preferably in the printer or IT industry.
A+ or N+ certification preferred.
Proficiency with Windows, Mac, and UNIX operating systems.
Strong knowledge of document creation applications such as MS Publisher and Adobe Creative Suite.
Experience with color management and Fiery/KM Empron controllers.
Familiarity with TCP/IP, Ethertalk, Netware, wireless, and USB protocols.
Excellent verbal and written communication skills.
High level of organization, attention to detail, and the ability to manage multiple projects.
Equal Opportunity Employment
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, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status, or any other characteristic protected under applicable law. Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer. Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.
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The Technical Support Specialist will provide hardware and software support for Konica Minolta Workgroup, Production Print, and Industrial Print solutions. The role involves diagnosing issues, providing troubleshooting recommendations, and ensuring high-quality customer interactions within a high-volume support center. The position requires a customer-focused attitude, strong technical knowledge, and the ability to manage multiple concurrent assignments.
Responsibilities
Diagnose and resolve hardware and software issues for Konica Minolta Workgroup, Production Print, and Industrial Print solutions.
Use the Knowledge Base, service manuals, bulletins, schematics, and test equipment to troubleshoot and document each call in the ticketing system.
Maintain a schedule adherence score of at least 85% and meet call score card requirements.
Create at least two new Knowledge Base solutions that remain relevant for a minimum of six months.
Participate in internal training programs including Classroom Workgroup, Print Production, and Solutions training.
Use appropriate technology such as laptops, phones, and IoT devices for support tasks.
Collaborate with team members to complete Outward Associates and strive for Outward Expert certification.
Adhere to service center hours 8:00 AM–8:00 PM, demonstrating flexibility for shift work and occasional travel.
Qualifications
Bachelor’s degree preferred.
Minimum of three years of technical experience, preferably in the printer or IT industry.
A+ or N+ certification preferred.
Proficiency with Windows, Mac, and UNIX operating systems.
Strong knowledge of document creation applications such as MS Publisher and Adobe Creative Suite.
Experience with color management and Fiery/KM Empron controllers.
Familiarity with TCP/IP, Ethertalk, Netware, wireless, and USB protocols.
Excellent verbal and written communication skills.
High level of organization, attention to detail, and the ability to manage multiple projects.
Equal Opportunity Employment
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, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status, or any other characteristic protected under applicable law. Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer. Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.
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