Overview:
SymQuest, a Konica Minolta Company, is looking for a highly motivated, customer centric individual to join out Networked Solutions (Connectivity) team. This candidate will provide technical installation and post installation support services to our clients across our Vermont and New Hampshire region. Client satisfaction is the core to our business, and as a Networked Solutions Engineer, you will leverage your strong customer service, communication and technical skills to provide an exceptional experience for our clients. You will be working in a fast-paced, highly collaborative and dynamic environment dealing with innovative technologies from a unique and evolving industry. The candidate should be an independent producer and willing to accept challenges on a daily basis.
The goal of the Networked Solutions Field/Remote Engineer will be to provide the network installation and support of connected devices and associated software solutions. This person will work closely with sales representatives, field service technicians, and internal teams to ensure a high level of quality of satisfaction.
Responsibilities:
- Provide onsite and remote based installation and configuration for supported connected devices and software solutions on client's networks.
- Provide troubleshooting and integration support for a variety of networked hardware and software solutions we offer our clients.
- Solution integration will require you to have basic knowledge of server administration, Active Directory, Microsoft Exchange, Office 365, Citrix, GSuite, all the way to the end-user's workstation.
- Manage the installation process including equipment/software setup, testing, installation, user training and support, and necessary follow up communication and documentation
- Diagnosing, troubleshooting and resolving high priority/complex issues from clients and internal team requests.
- Effectively utilize team resources (sales, engineering, internal and/or vendor technical
- support) to ensure successful installation and support of connected products.
- Creating and maintaining knowledge articles for new and existing issues/procedures
- Accurately & timely logging of problems & resolutions for assigned tickets in CRM tool
- Contribute to enhancing existing networking solutions and always be looking for the next innovative idea relating to the industry.
- Providing consultative pre-sales services to our clients to assist sales when needed.
- Travel is required to visit onsite clients.
- Act as secondary coverage for a geographic region between NY and ME, requiring travel when needed.
Qualifications:
- High school diploma or general education degree (GED)
- One to three years related experience and/or training. Field Service Technicians
- Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Demonstration of excellent customer service skills; Ability to effectively present information in one-on-one and small group situation to clients and other employees of the organization
- via phone and in person.
Technology Skills
- Must be proficient with PCs, including hardware and software.
- Experience with latest operating systems.
- Network Operating Systems (Windows Server)
- Workstation Operating Systems (Windows 7, 10 and Mac OS)
- Basic knowledge of routers and switches.
- Networking knowledge and certifications are highly desirable.
- Must have inherent troubleshooting skills—the ability to isolate problems and their source quickly through logical deduction.
- Experience with printers, scanners and multifunctional devices is considered an asset.