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.
The Remote Support Center Level 2 Engineer
position is a mid-level technical position based in one of our Remote Support Centers (RSC). The RSC is a group focused on resolving issues remotely for our nationwide client base. The L2 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.Duties and Essential Job Functions: Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:
- Client satisfaction.
- Service delivery quality.
- Technical excellence.
Drive to meet and exceed organizational goals for:
- Cost Per Contact.
- Customer Satisfaction.
- First Contact Resolution Rate.
- Employee Satisfaction.
- Average Speed to Answer.
Demonstrate strong customer service skills to provide phone support including:
- Listening to the customer to gain an accurate understanding of the situation.
- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.
- Producing accurate, detailed documentation at the client, problem and incident level.
- Resolving conflict.
Provide remote support for Level 2 issues (desktop, server and infrastructure support).
Follow task creation, work, closure, and escalation procedures.
Support team members with resolving client issues.
Meet or exceed position Key Performance Indicators (KPIs).
Serve as a technical escalation point and mentor to Level 1 Engineers.
Producing and providing technical training to team members.
Excel in the areas of:
- Remote troubleshooting skills.
- Client service skills.
- Technical competencies defined for the position.