All Covered, a division of Konica Minolta
, is focused on enabling the success of small and medium-sized businesses through the effective use and management of technology. The company is the US industry leader in the provision of IT Services for companies with between 10 and 100 employees. Our company serves 37 of the top 100 cities in the US and has thousands of clients across every major industry.
Our comprehensive services, including network, server and desktop support, are delivered by a world-class team of technical experts. They possess a broad-based knowledge and take a vendor neutral approach. Our success with over 1,000 contracted clients has created a need for outstanding IT talent looking for exciting and lucrative career opportunities.
Our culture is based on a core team of professionals always striving to deliver the best solutions for our clients. We value honesty, enthusiasm, respect, ownership, excellence and a service oriented attitude. This culture is essential to our success, distinguishing us from our competition and enabling us to hire and retain the best and brightest people in this business.Role Summary:
The objective of the Support Specialist II (SS-II)
is to provide superb customer service reflecting the client-centric and quality focused mission of All Covered through the direct provision of remote and on-site support to our clients. The Support Specialist II will interact daily with clients and works with other Client account stakeholders in understanding client support requests, technical needs and requirements. The Support Specialist II is primarily focused on a mix of end user support and entry level system administration functions.Duties and Essential Role Functions: Provide on-site and remote end user and server support with focus on:
- Client satisfaction
- Service delivery quality
- Technical excellence
Proactive maintenance, documentation, and testing of client network environments through a combination of scheduled onsite and remote work using prescribed checklists
Perform end user support as it relates to desktop, server and Mobile communication technologies.
Perform Basic network diagnostics and repairs.
Participate in technical discussions with clients and client stakeholders that impact the client’s business continuity and growth.
Develop Subject Matter Expertise in focused area(s) as local team, market and Regional needs dictate.
Professionally document all work performed and submit accurate timecards on a daily basis.
Maintain accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team.
Project Deployment – the SS-II will at times work with assigned project leads and Project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of I.T. projects for our clients
Work with other team members to identify new revenue opportunities, primarily via projects, within their assigned clients
Respond to communications from team members within timelines established by All Covered’s communications standards
Effective Utilization target of 95%
Timely escalation of issues that prevents the SS-II from performing the above job functions.
The SS-II is required to participate in the on call rotation that may include off hours onsite visits
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.