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Job Req ID:  10466

Job Title:  Help Desk Level 2 Engineer

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.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

Do you love helping people and solving problems? Are you looking to gain exposure to a wide breadth of technologies?  Maybe you are the ‘go-to’ person for technology related questions from friends and family, or perhaps you are a seasoned IT support professional looking for a next step. If so, then we may have a perfect role for you! We currently have a Level 2 Engineer position open in our Mt. Laurel, NJ location.  Our positions include service desk tier 1 all the way up to advanced SME roles. At All Covered, we successfully manage our customers’ IT from cyber security to the cloud, and support their desktop, network, and server infrastructure environments. This is a great opportunity to learn and gain experience in a friendly environment and quickly get promoted as you show mastery of skills at each level.

 The goal of our team is to provide our clients with an exceptional customer service experience. You will be expected to understand what the client is trying to achieve, log the details of the request, leverage resources and tools then work to resolve the situation to the customer’s satisfaction.  Since the scope of our service is technical, we provide training, tools and mentorship required to be able to successfully support our clients. During this process, you will become proficient with the various hardware, software, and environments that we support. 

Konica Minolta currently has an exciting opportunity for an RSC Level 2 Engineer!

The Remote Support Center Level 2 Engineer (L2) position is a mid-level technical position into our Remote Support Center (RSC).  The RSC is a group focused on resolving issues remotely for our nationwide client base.  The L2 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 desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:
    • Client satisfaction
    • Service delivery quality
    • Technical excellence
  • Drive to meet and exceed organizational goals for:
    • Cost per Contact
    • Utilization
    • 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, detailed documentation at the client, problem and incident level
    • Resolving conflict
  • Provide remote support for Level 2 issues (desktop, server and infrastructure support)
  • Follow task creation, work, closure, and escalation procedures
  • Support team members with resolving client issues
  • Meet or exceed position Key Performance Indicators (KPIs)
  • Serve as a technical escalation point and mentor to Level 1 Engineers
  • Producing and providing technical training to team members
  • Excel in the areas of:
    • Remote troubleshooting skills
    • Client service skills
    • Professionalism
    • Punctuality
    • Technical competencies defined for the position
Competencies (Knowledge, Skills and Abilities)
  • Call center experience
  • A working knowledge of the following technologies:
    • Current desktops, laptops, servers and networking basics
    • Current Windows Desktop Operating Systems
    • Current Windows Server Operating Systems and services
    • Windows Active Directory (User Management/Administration/Group Policy)
    • Current Exchange Server
    • Current firewalls and security
    • Common server tape and online backup solutions
    • Common desktop applications including Microsoft Office Suite
    • Common TCP/IP services including HTTP, FTP, DNS, and DHCP
  • Hands-on software and hardware troubleshooting experience
  • Strong interpersonal, written and oral communication skills, attention to detail
  • 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


Success Characteristics

  • Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike.
  • Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
  • Affinity for and successful experience with small to medium size business environments.
  • Ability to adapt and thrive in a constantly changing work environment.
Experience, Educational Reqts and Certifications
  • 3 or more 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 highly preferred:
    • MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
    • MCTS in one of the following areas:
      • Windows Server Operating Systems
      • Microsoft Exchange Server
      • Server Virtualization
    • SonicWALL CSSA or equivalent
    • CompTIA A+ and/or Net+
    • Cisco Certified Network Administrator (CCNA)
    • Apple Certified Technical Coordinator (ACTC)
  • 3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
  • 3+ years of experience with administering of the following technologies is preferred:
    • The most current versions of the Windows Server family operating system
    • The most current versions of Microsoft Active Directory
    • The most current versions of Microsoft Exchange Server

Konica Minolta Offers: 

  • Competitive salary
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

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.