Technical Support Specialist

Company: Canon USA & Affiliates
Location: Melville
Posted on: June 21, 2022

Job Description:

**Overview**The fundamental purpose behind our technology is to help our customers to run their businesses better - with less cost, with more security and with better productivity. We are a fast moving and agile technology company with a team of over 150 people in our four sales and support offices in Europe, USA, Singapore and Japan. We are inventing new and better ways to help companies get maximum value from their printer and scanner fleet by helping them manage their printing costs, improve their office worker productivity through document process automation and increase their document security. We help print rooms to improve their efficiency by creating better print production workflow management technology. Our core product is available on-premise as well as provided as SaaS. You'll be supporting both.Remote work is possible.**Responsibilities**As a Technical Support Specialist (Technical Support Expert (NTW)) working in our Melville office (Work from home possible after the initiaonboardingng phase) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical trainings to your colleagues internally as well as external and on-site/installation support complete the range of tasks.- Triage customer reported issues and respond to them via ticketing system (Atlassian Service Desk), remote sessions, chat or phone- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix- Respond to user-reported issues in adherence to established Service Level Agreements- Document actions to effectively communicate information internally and to customers- Link between NT-ware 3rd level support team and NT-ware development, project team and QA department- Provide internal and external advanced technical trainings (optional)- Passion for customer service and teamworkKey Relationships Internal- NT-ware 3rd Level Support (globally, English)- NT-ware Development (Germany, English)- NT-ware Project Team (globally but mainly USA)- NT-ware QA (Germany, English)- Canon USA ESSDKey Relationships External- Canon Worldwide (mainly Americas)- Canon Business Partners, Canon Solutions America- Indirect Sales Reseller PartnersPerformance Measures- Customer satisfaction- Satisfaction with trainings delivered (optional)- Escalation quality to NT-ware Development- Ticket resolution rate**Qualifications**Please note: We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.- Excellent understanding of technical problems and their interrelation- Excellent troubleshooting skills and analytic thinking- Excellent knowledge of Microsoft operating systems (workstations and servers)- Good knowledge of network problem analysis- Extensive networking and OS related knowledge- SQL (language, DB servers)- Attention to details, fast learner and excellent verbal and written communication skills- Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment- Be able to translate technical information in a simplified, easy to understand manner- MAC: printing, administration, configuration, troubleshooting- Technical certifications- Proven capability to lead teams both internally and externally to deliver complex and technical projects- Successful design of complex software/hardware technology solutions in the printing environment- Extensive knowledge of Canon's uniFLOW software product technologies- Drive & manage change- Exceptional customer service orientation- Self-managed and team oriented- Deadline and detail oriented- Flexibility for after-hours/weekend/on-call supportThe company will not pursue or support visa sponsorship for this position.**Company Overview**NT-ware USA, Inc. - Join an exciting opportunity with one of the world's most successful global brands. NT-ware, headquartered in Bad Iburg, Germany, provides a full range of soft- and hardware solutions, based on the latest technologies, to manage and control all printing and copying processes. Our organization not only delivers printer management functionalities like printer accounting, copy accounting, and secure printing, but also production printing features like print room management, job ticketing, web submission and production management. It is our goal to help our customers increase their productivity, reduce costs, and optimize their workflow. For our main product, uniFLOW Output Manager NT-ware has entered in a strategic partnership with Canon Inc. This position, based in Melville, NY is in support of the US client base.--- Based on weekly patent counts issued by United States Patent and Trademark Office.All referenced product names, and other marks, are trademarks of their respective owners.We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.If you are not reviewing this job posting on our Careers' site, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at.**Workstyle Description**Virtual - This position is full time and is considered virtual. The office will be open 5 days a week; however you will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.**Posting Tags**\#LI-REMOTE**Location** _US-NY-Melville_**Company** _NT-Ware USA, Inc._**Requisition ID** _27464_**Category** _Information Technology_**Position Type** _Full-Time_**Workstyle** _Virtual_

Keywords: Canon USA & Affiliates, New Haven , Technical Support Specialist, IT / Software / Systems , Melville, Connecticut