Junior Technical Support Specialist
Company: NT-Ware USA, Inc.
Location: Melville
Posted on: March 18, 2023
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Job Description:
Overview:
The fundamental purpose of 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 180 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-premises as well as provided as SaaS. You will 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.
Responsibilities:
As a Junior Technical Support Specialist working in our Melville
office (Work from home possible after the initiation boarding phase
[1-3months]). You will be responsible for providing tier 3
application support for our partners and customers. Your day-to-day
tasks will include, but not limited to:
- Triage customer reported issues and respond/resolve 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
- Replicate customer configuration and possible issues in lab
environment for troubleshooting
- 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
operations, development, project team and QA department
- Passion for problem solving, providing customer service and
teamwork
Successful outcome
- 95%+ Customer satisfaction after 3 months on the job
- Obtain internal (NT-ware specific) certifications within 2-3
months. Training will be provided as needed
- Resolve 90%+ of ticket on your own after first 6 months
- Master NT-ware product knowledge within 6 months non-technical
and technical
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
- Bachelor's Degree in related discipline or 18+ months of
Experience in the IT industry
- Good understanding of technical problems and their
interrelation
- Basic/Intermediate knowledge of Microsoft operating systems
(workstations and servers)
- Basic/Intermediate understanding of Networking concepts
- 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
Good to have
- MAC: printing, administration, configuration, troubleshooting
- Knowledge/certifications on cloud computing is plus
- Successful design of complex software/hardware technology
solutions in the printing environment
- 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 (on occasions
only)
- Technical Certifications
The 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. 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
Keywords: NT-Ware USA, Inc., New Haven , Junior Technical Support Specialist, Other , Melville, Connecticut
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