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Job Req ID:  6984

Job Title:  Service Transition 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

The Service Transition Engineer position is responsible for responding and completing managed service requests related to adding, modifying, removing, and troubleshooting of tools in the client’s environment. You will assist Sr. Service Transition Engineers in activities for onboarding a client to the national teams and tools to ensure an efficient and smooth customer transition. The Service Transition Engineer is also responsible for client support, best practices, and coordination with other resources throughout the company to meet and exceed client expectations.

Essential Job Functions
  • Support and tear down remote support and network monitoring tools
  • Provide input to Develop Policies, Standard Operating Procedures, and Best Practices
  • Provide world class customer support and services
  • Communicate the goals, objectives, status, and success of initiatives across all functional areas and levels
  • Develop and Conduct training required for implementation of initiatives
  • Audit and inspect initiatives post-implementation to insure client success
  • Respond to escalation of issues from team members
  • Build strong internal and external networks, including relationships with local markets
  • Focus on joint problem-solving with cross functional teams and stakeholders
  • Ensure compliance with all corporate policies and directives
  • Ad hoc projects as assigned
Competencies (Knowledge, Skills and Abilities)
  • Technical Competency: Possess a broad knowledgebase of core technical architecture.
  • Proficient network troubleshooting skills
  • 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
  • Experience troubleshooting the current versions of the Windows Desktop Operating Systems
  • A working knowledge of the following technologies:
    • SNMP and WMI network monitoring tools
    • Advanced networking technologies including routing, switching, and Wi-Fi
    • Current versions of Windows Desktop Operating Systems
    • Current versions of Windows Server Operating Systems and related services
    • Windows Active Directory (User Management/Administration/Group Policy)
    • Current versions of Microsoft Exchange Server
    • Common small and mid-market firewalls and security appliances
    • Common TCP/IP services including HTTP, FTP, DNS, and DHCP
    • Common Antivirus and Anti-malware prevention practices
  • 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
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment

People skills:

  • Client Focused: Proven experience driving business impact based on a deep understanding of needs for both internal clients (local markets) and external clients (customers).
  • Ability to coordinate, work with and gain the trust of business stakeholders, technical resources, and third-party vendors.
  • Able to work under pressure in time critical situations
  • Exceptional collaborator on complex multi-faceted projects across multiple groups with varying priorities.

 Process Skills:

  • Demonstrate ability to lead, manage, build and deliver business results through an engineering and professional services.
  • Strong problem solving ability ranging from conceptualization to implementation.
  • Familiarity and technical understanding of the customer onboarding experience and process.
  • Comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity.
  • Analyze, develop and communicate key Onboarding process and technology improvement feedback for client onboarding cycle. 

Communication Skills:

  • Excellent written and verbal communication skills are required.
  • Strong communication skills to effectively drive recommendations and land priorities across clients, executives and organizational boundaries.
Experience, Educational Reqts and Certifications
  • 2+ years of Network Operations Center, Help Desk experience or 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:
    • Microsoft Technology Associate (MTA)
    • MCTS/MCP Windows 7 or above
    • CompTIA A+
  • Memberships and participation in relevant professional associations.

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.

Nearest Major Market: Phoenix