GSD Technical Specialist II

Overview

Konica Minolta currently has an exciting opportunity for aGSD Technical Specialist II!

• Perform basic technical support to resolve customer reported issues
• Assist in mentoring/coaching and general elevation of technical skillset of junior personnel
• Provide technical advice as required on core products, technology and services
• Assists with customer specific engagements and managed deployments

• Follows prescribed process and procedures including systems, schedule adherence and tool utilization
• Communicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner to internal and external parties
• Handle inbound requests and escalations including support incidents, service requests, and orders using KMBS systems and following customer specific procedures and policies
• Utilizes listening skills to understand the nature of the customer request and determine best course of action including resolution of technical issues and proper handling of account specific procedures
• Identify urgent situations that require additional actions to satisfy the customers' needs including technical escalation of issue;
  Utilizes tools, system knowledge and other resources effectively
• Perform troubleshooting on complex/advanced KM technologies to remotely resolve issue or escalate as required
• Follow through on commitments, research as needed using available resources
• Identify and document troubleshooting examples to improve customer issue resolution
• Participates occasionally onroutine quality assurance reviews of peers to help improve the effectiveness of the team;
  Provides guidance and support to junior team members
• Analyze incident trends using available statistical data to identify support improvement opportunities
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience
• Complete projects and tasks as assigned by management
• NOTE:
  Domain duties are detailed in specific job posting

• High school or equivalent
• Konica Minolta Outward Professional Level achievement
• Minimum 2-3 years' experience as help desk / service technician

• Proficent verbal and written communication skills
• Knowledge of systems and applications used to support a call center environment
• Aptitude to learn KM Product specific knowledge
• CompTIA A+, N+, Microsoft network and windows certifications preferred
• Good customer service and interpersonal skills
• Ability to problem solve and perform advanced troubleshooting with minimal assistance
• Computer skills - Microsoft Office, Word, Excel, Power Point
• Positive attitude and collaborates well with team members
• Detail Oriented
• Ability to multi-task work in a fast paced environment
• Could be subject to additional screening (background checks, credit check, drug testing, etc.) to satisfy customer security requirements for access to their network, systems, locations
• Occasional travel as requested
• NOTE:
  Domain skills are detailed in specific job posting

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive

Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand.

Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to beranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times;

recognized as the#1 Brand for Customer Loyalty in the MFP Office Copier Marketby Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI  Most Color Consistent A3 Brand Awards for itsbizhub One i-Series. For more information, please visit Konica Minoltaonlineand follow it on Facebook,You Tube,Linked Inand Twitter .

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such assales administration, logistics and supply chain, marketing, product planning,…