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. Utilizing electronics and mechanical aptitude, the Specialist identifies issues and supports customers to resolution while working closely with team members. Proficiency with copy processes, solutions, and color technologies is required.

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 such as 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 (e.g., Adobe product suite) and protocols/topologies such as 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 good verbal and written communication skills, maintaining a professional attitude in all internal and external interactions.
• Stay organized and detail-oriented with a high degree of accuracy and 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).
• Maintain Solution Goal for a minimum of 6 months (Internal candidates).
• Create 2 Knowledge Base Solutions for at least 6 months (Internal candidates).
• Call Score Card of 85% total score for a minimum of 3 months (Internal candidates).
• Complete Outward Associates training (Internal candidates).
• Outward Expert certification (preferred for Internal candidates).
• Complete classroom training in Workgroup, Print Production, and Solutions (Internal candidates).
• Ability to use appropriate technology for the position (e.g., 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.
• A+/N+ Certification (preferred).

About Us

Konica Minolta Business Solutions partners with clients to support their digital transformation through its Intelligent Connected Workplace portfolio. The company offers 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 bizhub brand celebrates 20 years of revolutionizing office technology, while 2025 marks 20 years of leadership in production print.