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RSC LVL 2 Engineer - Managed Voice

All Covered, IT Services from Konica Minolta
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!

Position Objective:

Konica Minolta currently has an exciting opportunity for an RSC Level 2 Engineer - Managed Voice!

 The Remote Support Center Level 2 Engineer (L2) position is a mid-level technical position into our Remote Support Center (RSC).  The RSC is a group focused on resolving issues remotely for our nationwide client base.  The L2 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.

Essential Job Functions:

Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:

Client satisfaction
Service delivery quality
Technical excellence

Drive to meet and exceed organizational goals for:

Cost per Contact
Customer Satisfaction
First Contact Resolution Rate
Employee Satisfaction
Average Speed to Answer

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, detailed documentation at the client, problem and incident level
Resolving conflict

Provide remote support for Level 2 issues (desktop, server and infrastructure support)

Follow task creation, work, closure, and escalation procedures

Support team members with resolving client issues

Meet or exceed position Key Performance Indicators (KPIs)

Serve as a technical escalation point and mentor to Level 1 Engineers

Producing and providing technical training to team members

Excel in the areas of:

Remote troubleshooting skills
Client service skills
Technical competencies defined for the position

Competencies (Knowledge, Skills and Abilities):

Call center experience
A working knowledge of the following technologies:
Current desktops, laptops, servers and networking basics
Current Windows Desktop Operating Systems
Current Windows Server Operating Systems and services
Windows Active Directory (User Management/Administration/Group Policy)
Current Exchange Server
Current firewalls and security
Common server tape and online backup solutions
Common desktop applications including Microsoft Office Suite
Common TCP/IP services including HTTP, FTP, DNS, and DHCP
Hands-on software and hardware troubleshooting experience
Strong interpersonal, written and oral communication skills, attention to detail
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
Success Characteristics:

Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike.
Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
Affinity for and successful experience with small to medium size business environments.
Ability to adapt and thrive in a constantly changing work environment.

Experience, Educational Reqts and Certifications:

3 or more years of experience with troubleshooting and providing remote support
BA, BS or similar degree in computers/electronics or relevant experience
At least one of the following industry certifications is highly preferred:
MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
MCTS in one of the following areas:
Windows Server Operating Systems
Microsoft Exchange Server
Server Virtualization
SonicWALL CSSA or equivalent
CompTIA A+ and/or Net+
Cisco Certified Network Administrator (CCNA)
Apple Certified Technical Coordinator (ACTC)
3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
3+ years of experience with administering of the following technologies is preferred:
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

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
Ongoing professional development training
Visible, exciting work supporting 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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