Tech Suppt Specialist II

About the role

The Technical Support Specialist II provides technical expertise on Printer, Workgroup, Print Production/Industrial Print, and solutions calls. The Specialist utilizes electronics and mechanical aptitude to identify issues and support customers to resolution, working closely with team members to assist all callers. The role requires proficiency with copy processes, solutions, and color technologies.

Responsibilities

• In-depth understanding of the complete line of Konica Minolta workgroup products, including various host environments and operating systems (Windows, Mac, UNIX).
• Familiarity with document creation applications, including MS Publisher and Adobe CS, for troubleshooting.
• Proficiency in color issues, Fiery, and KM Empron controllers.
• Understanding of main applications used with Work Group products, such as the Adobe product suite, and protocols/topologies like TCP/IP, Ethertalk, Netware, Wireless, and USB.
• Diagnose problems using technical knowledge, referencing the Knowledge Base, service manuals, bulletins, schematics, repair tools, and test equipment to provide hardware/software support and resolution over the phone/web for Konica Minolta Workgroup, Production Print/Industrial Print, and solutions in a high-volume technical support center.
• Document each call with detailed notes on reported issues, troubleshooting recommendations, and progress in the ticketing system for proper reporting and auditing.
• Demonstrate strong verbal and written communication skills, maintaining a professional attitude in all internal and external interactions.
• Exhibit strong organizational skills, attention to detail, and accuracy with follow-up.
• Manage time effectively while working on one or more concurrent projects.
• Occasional travel for training or support purposes.
• Flexibility to work various shifts (Contact Support Center hours: 8:00 AM to 8:00 PM).

Requirements

• Schedule adherence score of 85% or higher (Internal candidates).
• Maintained Solution Goal for 6 months (Internal candidates).
• 2 Knowledge Base Solutions created for a minimum of 6 months (Internal candidates).
• Call Score Card of 85% total score for a minimum of 3 months (Internal candidates).
• Outward Associates completed (Internal candidates).
• Outward Expert (Preferred) (Internal candidates).
• Classroom Workgroup, Print Production, and Solutions training (Internal candidates).
• Ability to use appropriate technology for the position (including laptop, phone, IoT devices).
• Technical understanding and comfort with electricity, electrical wiring, electronics, and tools.
• Strong mathematical, analytical, communication, and organization skills.
• Self-motivated with the ability to excel in a minimally managed position.
• Bachelor’s degree preferred.
• 3+ years of work experience in a technical capacity, preferably in the printer industry (preferred).
• A+/N+ Certification completed (preferred).

About Us

Konica Minolta Business Solutions partners with clients to support their digital transformation through its Intelligent Connected Workplace portfolio. The company’s offerings include IT Services, intelligent information management, video security solutions, managed print services, office technology, and industrial and commercial print solutions. Konica Minolta is recognized for its innovation, customer loyalty, and industry awards, including rankings on Forbes’ America's Best Large Employers list and CRN’s MSP 500 list. The company operates on a North American Shared Services model, aligning cross-border priorities to enhance delivery to its field organization.