- Performs remote technical support provided via phone and email, using remote access tools as necessary to interact with our customer requests.
- Utilizes strong technical skills and training on Canon hardware and software solutions to help troubleshoot, diagnose, and resolve customer reported cases.
- Documents and manages the support interaction via Service Management tools.
- Utilizes, contributes and improves the Knowledge Base as a core responsibility of support.
- Grows capability in more complex software solutions, with ability to consistently resolve cases rapidly.
- Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.
- May require up to 5% travel (valid driver's license and acceptable driving record necessary); ability to work remote for business continuity.
- Desired technical certifications including A+, Network+, Server+, Microsoft certifications, HDI Support Center Analyst, KCS Foundations.
Tech Support - Burlington, NJ, United States - Canon Solutions America, Inc.
Description
Solutions Support Tech II (Hybrid WFH)Type:
Full-Time
# Category:
Systems Technical Support
This role is a technology support professional, supporting customers who use solutions and software sold by Canon Solutions America.
An experienced support professional, capable of resolving a wide range of technical issues including networking, software, and hardware solutions. This position is primarily phone based and uses remote support tools to interact with our clients. Acts as an individual contributor in a help desk environment, using skills and resources to provide technical support.Creates tickets and collaborates with clients with the goal to rapidly resolve or manage escalation to field and vendor resources.
Intakes new customer requests, creates a case ticket to identify the client, validates support and triage the request.empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings.
With unwavering dedication to promote professional innovation, Canon Solutions America, Inc.helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions.
Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. patents granted in 2020 and was named one of Fortune Magazines Worlds Most Admired Companies in 2020.
Canon Solutions America offers a competitive compensation package including, for eligible positions, medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.
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.
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.