Canon USA & Affiliates Solutions Support Technician III in Burlington, New Jersey
As a Solutions Support Technician you will be responsible for the technical support of reported hardware, networking and software problems
You will be the initial contact with our customers providing direct support focused on triage, troubleshooting, problem resolution and escalation management.
Respond to user-reported issues with impeccable customer service skills, while maintaining established service level agreements
Triage customer reported issues and respond to them phone, email and on-line requests
Apply diverse technical skills towards troubleshooting focused on fault isolation
Maintain detailed incident ticket documentation for effective status communication
Focus on complex software and integrated solutions, with proven experience in incident resolution
Ability to work effectively in a team environment
Passion for customer service and satisfaction
Focus on continuous growth and improvement in capabilities with supported technologies
Typically requires general and/or vocational training plus 2 to 4 years of related experience.
2 to 4+ years technical/information technology support work experience required (PC, Mac, Servers, networking, application software)
Excellent troubleshooting and analytical skills are required
Experience with remote support via tools and technology
Experience with knowledge management practices such as KCS is highly desired
Certification and advanced proficiency in supporting integrated systems technology, network troubleshooting, software support and document technologies / document management
Experience with specific software such as eCopy, uniFLOW, PrinterLogic, RightFax and one or more document management systems
Certifications/Licenses: HDI Support Center Analyst, KCS Foundations, A+, Network+, Server+ (preferred, or equivalent experience)
Up to 5% travel may be required; you must have a valid driver's license and an acceptable driving record
Ability to work remotely occasionally for business continuity
About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.
Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.
We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
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Requisition ID 22610
Category Information Technology
Position Type Full-Time