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Job Req ID:  11907

Job Title:  NOC Infrastructure Expert (After Hours)

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

Ideal candidate should possess an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment. Passionate about providing an outstanding support experience for our clients. We seek team members who are focused on providing excellent customer service, demonstrate attention to detail and are able to resolving issues related to desktop, server, solutions and application technologies.Job Summary:  The Infrastructure team is a group focused on resolving alerts remotely for our nationwide client base, across a diverse technology landscape.  The Tier 3 position responds to escalated issues and resolves more complex problems. Participates regularly in problem management processes and initiates knowledge to benefit clients and other team memebers.

Essential Job Functions

•    Possesses an exceptional knowledge of subject matter. Provide leadership, coaching, and/or mentoring to a subordinate group. Expertise in the area of networks, server and related infrastructure.

•    Provide remote support to our valued clients and proactively finds ways to reduce downtime

•    Perform systems administration related to client systems and infrastructure

•    Follow internal process for handling requests, updating clients and other administrative tasks

•    Communicates effectively with clients and internal team member

•    Uses tools available to research solutions and provide assistance to clients

•    Follows up on commitments made in a timely manner

•    Demonstrates strong problem solving instincts and mentors others to help improve their skills

•    Knowledge of systems and applications used to support clients including ITOM,ITSM and CSM tools

•    Understands Information Technologies and is passionate to expand and share knowledge

•    Actively participates in learning opportunities and completes assigned curriculum in a timely manner: applies knowledge to continuously improve the customer experience

•    Completes projects and tasks as assigned by management

Competencies (Knowledge, Skills and Abilities)

•    4+ or more years of Network Operations Center or Help Desk experience

•    Multiple of the following industry certifications is required:

     o    Microsoft Certified Solutions Expert (MCSE):

     o    Windows Server 2012

     o    Windows 10

•    Advanced certifications may be substituted in lieu of the MCSE requirement based on staffing needs. I.E Microsoft MCSE/MCSM, Cisco CCNP-Security or Citrix CCA-XenApp as examples.

•    3 years of experience with administering of the following technologies is preferred:

     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

•    An expert knowledge of the following technologies:

     o    SNMP and WMI network monitoring tools

     o    Advanced networking technologies including routing, switching, and Wi-Fi

     o    Current versions of Windows Desktop Operating Systems

     o    Current versions of Windows Server Operating Systems and related services

     o    Windows Active Directory (User Management/Administration/Group Policy)

     o    Current versions of Microsoft Exchange Server

     o    Common small and mid-market firewalls and security appliances

     o    Common server tape and online backup solutions

     o    Common TCP/IP services including HTTP, FTP, DNS, and DHCP

•    Ability to problem solve with minimal assistance, initiates knowledge publication, and serves as a knowledge approver in their area of expertise.

•    Occasional travel may be required

Experience, Educational Reqts and Certifications

•    Typically requires a High school or equivalent, bachelor's degree and 4+ years of experience.

•    Performs work independently and takes initiative.

•    Handles the most complex issues and problems.

•    3+ years customer service, NOC and infrastructure and related technologies

•    ITIL Foundations v3+ preferred

•    Call center and/or internal helpdesk experience

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.

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.

Nearest Major Market: Phoenix