Systems Solutions Information Tech Electronics Rep ...

Systems Solutions Information Tech Electronics Rep Melville, NY refPlease read the information in this job post thoroughly to understand exactly what is expected of potential candidates.Skills:Information Technology, Systems SolutionsExperience level:AssociateExperience required:3 YearsEducation level:Bachelor's degreeJob function:Information TechnologyIndustry:Consumer ElectronicsCompensation:Total position:1Relocation assistance:NoVisa :Only US citizens and Greencard holdersOVERVIEW:The Systems Solutions Representative III will provide phone-based and web-based technical support regarding product connectivity and functionality integration on various hardware and software issues in order to provide timely solutions to Canon Independent dealers, Canon Solutions America's systems engineers and selected National account customers.This position is full time and offers a hybrid work schedule requiring you to be in the office Monday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.Will consider candidates within commuting distance from our regional offices in Melville, NY (Shift 12:00pm-8:00pm), Irvine, California (Shift 9:00am-5:00pm) or Itasca, Illinois (Shift 11:00am-7:00pm).RESPONSIBILITIES:Provides second-level phone and web-based support to both customer-facing field technicians and Canon resellers who are diagnosing problems with customer software and network environments (which are impacting the performance of Canon hardware).Provide uniFLOW support (Canon's flagship software platform) for dealer systems engineers and for new end customer support program.Ensure high end copier connectivity and functionality as well as integration of various hardware and software products.Provide network connectivity support for production office equipment such as imageRUNNER, imagePRESS and Varioprint devices, along with software support for uniFLOW, Therefore, Prisma and other Canon software products.Duplicate, re-create or setup the environment within an OPEN pre-escalated framework in order to obtain information, provide a solution and/or assess the problem a customer may be experiencing and report the status as well as any possible fixes.Document all Interactions: Document all calls into the Call Management system in order to manage callers' inquiries in the most effective and professional manner to ensure efficient follow up and timely solution.Actively contribute and share information through the knowledge base for both internal and external users.Produce short "How To" videos to share through the eSupport video library to assist technicians and systems engineers complete certain tasks without having to call for assistance.Troubleshoot problems and recommends solutions using technical expertise, reference data contained in the Canon knowledgebase and by re-creating difficult problems in the lab environment.Knowledge Sharing: Actively contribute and share information through the knowledge base for both internal and external users."Represents the organization to customers by providing information, responding to inquiries or troubleshooting product problems.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.Bachelor's degree is required, preferably in Computer Science, Computer Information Systems or Computer Engineering Technology with specific technical coursework.Minimum 1-3 years of relevant experience in a networking environment with a background in a technical support capacity that utilized troubleshooting skills to provide issue resolution.Certification such as uniFLOW Certified Technician preferred. Network+, Microsoft MTA (Networking Fundamentals) or equivalent is a plus.Working knowledge of current and upcoming versions ofWindows, Mac, and Linux OSs.Practical applied knowledge ofMicrosoft and standard network technologies.Demonstrated proficiency in setting up and diagnosing networked office/workgroup environments.Working application knowledge of current versions of popular commercial software packagesExcellent oral and written communication skills, particularly in communicating over the phone and via email.Proven customer service skills and an engaging personality.May require some light travel (10%)#J-18808-Ljbffr

Created: 2024-11-05