Desktop/network support job description

Job Title
Client Technical Support, Specialist

Job Purpose
Provide application support to internal and external clients by phone and provide implementation and training as needed on site for financial software products or also known as Corporate Performance Management software including but not limited to investment accounting, risk management, budgeting, profitability and financial accounting applications.Job DescriptionJob DescriptionPosition Purpose:With limited supervision, answers questions and resolves client problems relating to the Client Server Applications such as Teller and Platform related products.Essential Job Responsibilities:With limited supervision, answers questions and resolves client issues relating to the Client Server Applications and other related products. Provides first level support to clients and is able to research and analyze problems. Initiates and maintains regular contact with the client base by phone or written communication through the client portal to coordinate the resolution of day-to-day problems. Ensures successful and timely completion of assigned special projects and requests. Must be able to clearly document issues for resolution and archival. Ability to provide testing support for new Product Releases. Self- motivated individual that is eager to learn and provide support. Proficiency with computers and software applications required. Also, strong organizational, interpersonal skills and verbal and written communication skills are required.Required Qualifications:Education:BA or BS degree. Related work experience can be substituted for educational requirement.Job Related Experience:One to three years of work experience in banking applications One to three years of experience in Client Services.Must be able to work varying support hours, 8am - 5pm, 10am - 7pm, 11am - 8pm on rotating basis Travel Required: Less than 10%

This role is not eligible to be performed in Colorado.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv. Please:

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

Position Objective

The Service Desk Engineer - UC (L1) position is a technical position for supporting clients LAN and service platform offerings. This group is focused on resolving issues remotely for our nationwide client base of telecom and unified communications clients. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.

Essential Job Functions

• Provide expert remote support for trouble shooting and educating the client on use of our telecom and UC services with a focus on:

• Client satisfaction

• Service delivery quality

• Technical excellence

• Drive to meet and exceed organizational goals for:

• Customer Satisfaction

• First Contact Resolution Rate

• Employee Satisfaction

• Average Speed to Answer

• Demonstrate strong customer service skills to provide phone support including:

• Listening to the customer to gain an accurate understanding of the situation

• Being empathetic to the customer's situation and having a sense of urgency to resolve the issue

• Producing accurate and detailed documentation at the client and incident level

• Resolving conflict

• Provide expert remote support for SBCs, switching, phone hardware, mobile devices, and basic server administration

• Follow task creation, work, closure, and escalation procedures

• Support team members with resolving client issues

• Meet or exceed position Key Performance Indicators (KPIs)

• Excel in the areas of:

• Remote troubleshooting skills

• Client service skills

• Professionalism

• Punctuality

• Technical competencies defined for the position

Competencies (Knowledge, Skills and Abilities)

• Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus

• Working knowledge of mobile devices, laptops and desktops

• Working knowledge of common desktop applications including the most current version of Microsoft Office

• Working knowledge of current tape and common business-class online backup solutions

• Working knowledge of client/server printing

• Strong interpersonal and oral communication skills, attention to details

• Adept at reading, writing, and interpreting technical documentation and procedure manuals

• Ability to present ideas and solutions in user-friendly language

• Highly self-motivated and directed

• Proven analytical and problem-solving abilities

• Strong customer service orientation

• Experience working in a team-oriented, collaborative environment

• Ability to type between 30 to 45 words per minute

Experience, Educational Reqts and Certifications

• Call Center experience preferred

• High School Diploma or equivalent

• 1 to 2 years of experience with troubleshooting and providing remote support

• BA, BS or similar degree in Computers/Electronics or relevant experience

• At least one of the following industry certifications is required:

o Microsoft Technology Associate (MTA)

o CompTIA A+

o MCTS Windows 7 or 1 Core MCSA Windows 8 Exam

• 1+ years of experience with basic administration of the following:

o The most current versions of the Windows Server family operating system

o The most current versions of Microsoft Active Directory

o The most current versions of Microsoft Exchange Server

Konica Minolta Offers:

• Outstanding benefits package (including medical, dental, vision, life insurance)
• 401(k) plan with matching company contribution
• Generous holiday and paid time off schedules
• Ongoing professional development training
• Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS) , is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.
With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!

As an IT Support Engineer, you will join a team of Engineers who are motivated to deliver best in class technical service within a fast paced and complex environment. As a member of this World class team you will support for technical issues affecting FICO employees and infrastructure. Ideal candidates should have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.
Job Description
The Opportunity
“As an IT Support Engineer, you will join a team of Engineers who are motivated to deliver best in class technical service within a fast paced and complex environment. As a member of this World class team you will support for technical issues affecting FICO employees and infrastructure” - Vice President, Corporate Technology Services

What You'll Contribute
Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.Identify and escalate tickets requiring urgent attention and action.Log all contacts and document all the activities and results accurately and completely within the incident management tool.Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.

What We're Seeking
Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.Proven communications skills (verbal and written).Knowledge on MSDN accounts, WebEx account & Software Assignment.Knowledge on ITIL Framework and Terminologies.Demonstrated problem solving capabilities.Route/Assign tickets to the appropriate support group, if necessary.Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.Knowledge on Software Center Configuration Manager, Software center & RSA.Open to working in a 24x7 environment with rotating shifts and rotating weeks off.

Our Offer to You
A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.The opportunity to make a difference by leveraging your unique strengths.Highly competitive compensation and rewards.Flexible work options, opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You'll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide:
Credit Scoring - 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.Fraud Detection and Security - 2.6+ billion payment cards globally are protected by FICO fraud systems.Lending - 3/4 of US mortgages are approved using the FICO Score.Anti-Money Laundering - our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing

Global trends toward digital transformation have created tremendous demand for FICO's solutions, placing us among the world's top 100 software companies by revenue. We support many of the world's largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.

Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that's nurtured by a diverse and inclusive environment. We'll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfill your potential at www.fico.com/Careers

FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we're proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.