Applications Support Specialist
Company: Canon U.S.A., Inc.
Location: Melville
Posted on: March 14, 2023
|
|
Job Description:
Applications Support Specialist
Location
US-NY-Melville
Company
NT-Ware USA, Inc.
Requisition ID
29003
Category
Information Technology
Position Type
Full-Time
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.
This position is full time and offers a hybrid work schedule
requiring you to be in the office three days per week and an option
to work from home two days per week. Note that work schedules and
office reporting requirements may change from time to time based on
business needs.
Remote work is possible.
The base salary for this position will vary based on geography and
other factors*
Responsibilities
As a Technical Support Specialist (Technical Support ExpertNTWTW))
working in our Melville office (Work from home possible after the
initiation boarding 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
systemAtlassianan 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 teamwork
Key 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 ESSD
Key Relationships External
- Canon Worldwide (mainly Americas)
- Canon Business Partners, Canon Solutions America
- Indirect Sales Reseller Partners
Performance 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.
Required
- 2+ Years of Experience providing application support
- Excellent troubleshooting skills and analytic thinking
- 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
- 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
- Exceptional customer service orientation
- Self-managed and team oriented
- Deadline and detail oriented
Desired
- 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
- Extensive networking and OS related knowledge
- SQL (language, DB servers)
- Flexibility for after-hours/weekend/on-call support
The company will not pursue or support visa sponsorship for this
position.
*In accordance with New York City and Westchester County law, we
are providing the anticipated base salary for this role, if filled
in New York City or Westchester County is: $73,930 - $110,720.
*In accordance with Colorado, we are providing the anticipated base
salary for this role, if filled in Colorado is: $73,930 -
$110,720.
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.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability or protected veteran
status.
If you are not reviewing this job posting on our Careers' site
https://www.usa.canon.com/internet/portal/us/home/about/careers, we
cannot guarantee the validity of this posting. For a list of our
current postings, please visit us at
https://www.usa.canon.com/internet/portal/us/home/about/careers.
Posting Tags
#LI-HYBRID #PM19
Need help finding the right job?
We can recommend jobs specifically for you!
Click here to get started.
Keywords: Canon U.S.A., Inc., New Haven , Applications Support Specialist, Other , Melville, Connecticut
Click
here to apply!
|