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Technical Support Engineer - 1

Company:
Absolute Opportunities
Location:
Melville, New York, 11747, United States
Posted:
July 16, 2017
Description:

Technical Support Engineer - 1

Must be within commutable distance to Melville, NY 11747

The Technical Support Engineer will provide phone-based and web-based technical support to their resellers regarding product connectivity and functionality integration. This involves high end copier connectivity and functionality as well as integration of various hardware and software products, including network connectivity support for production office equipment such as imageRUNNER, imagePRESS and Varioprint devices, along with software support for uniFLOW, Document Server and other Canon software products.

This department just received an award for "Center of Excellence" for 93% resolution of calls with excellent customer experience.

Technical Support:

1.High end copier connectivity and functionality as well as integration of various hardware and software products.

2.Network connectivity support for production office equipment such as imageRUNNER, imagePRESS and Varioprint devices, along with software support for uniFLOW, Document Server, Therefore and other Canon software products.

3.Duplicate, re-create or setup the environment within an OPEN pre-escalated framework in order to obtain information, provide a solution and/or assess the problem a customer may be experiencing and report the status as well as any possible fixes.

Document all Interactions: Document all calls into the Call Management system in order to manage callers' inquiries in the most effective and professional manner to ensure efficient follow up and timely solution.

Knowledge Sharing: Actively contribute and share information through the knowledge base for both internal and external users.

Video production: produce short “How To” videos to share through the eSupport video library to assist technicians and systems engineers complete certain tasks without having to call for assistance.

Required Experience, Knowledge and Skills:

1. A bachelor's degree is required, preferably in Computer Science, Computer Information Systems or Management Information Systems with specific technical coursework.

2. Certification such as Network+, A+, Microsoft MTA (Networking Fundamentals) or equivalent is preferred.

3. A minimum of 2 years of relevant experience in a networking environment with a background in a technical support capacity that utilized your troubleshooting skills to provide issue resolution.

4. A working knowledge of current and upcoming versions of Windows, Mac, and Linux OSs.

5. Practical applied knowledge of Novell, Microsoft and standard network technologies.

6. Demonstrated proficiency in setting up and diagnosing networked office/workgroup environments.

7. Working application knowledge of current versions of popular commercial software packages (i.e. Office, Quark Xpress, Acrobat, Adobe Creative Suite).

8. A working knowledge of common networking/communication protocols

9. Excellent oral and written communication skills, particularly in communicating over the phone and via email.

10. Present Salary?

11. Salary Expectation?

12. Must be a US Citizen or Green Card holder.