Technical Support Officer

3 months ago

Canberra, Australia Konica Minolta Business Solutions Australia Full time

Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and 3D printing, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible and as an organisation, we offer workplace flexibility, support diversity and promote events and activities to support wellbeing. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.

About the role
We are looking for a talented and experienced candidate to provide day-to-day assistance to key clients, such as remedying technical issues and coordinating support and maintenance. The position is responsible for the accountability of clients print and connected IT environment, from project implementation and initiation through to business-as-usual state. You will be working closely with both client and internal key account stakeholders, including service members in relation to various technical support functions to meet the client’s key SLA and enhance customer satisfaction. Due to contract requirements, this role will be based on a customer site.

Requirements

  • Maintaining accurate and up to date technical and procedural documentation of the Customer’s environment
  • Identify more complex technical issues for escalation and effectively using the pre-established escalation process
  • Diagnose technical issues identified within the customer environment and leverage existing relationships (both internal and external) to support timely resolution
  • Develop and maintain Issue Resolution log to track common errors and champion process improvement
  • Resolve client problems and queries in an effective and timely manner.
  • Ensuring compliance with licensing, regulations, process or any client specific requirements (i.e. ISM)
  • Attending relevant product and skill development courses
     

Skills

  • Ability to collaborate with internal and external stakeholders to build relationships, credibility and trust
  • Ability to work according to strict deadlines
  • Sound negotiation and influencing skills
  • Microsoft Office (especially Excel)
  • Sense of urgency and high responsiveness
  • Ability to prioritise and react quickly to ensure great client satisfaction
  • Ability to deal with ambiguity and know when to escalate
  • Sense of ownership and accountability for assigned activity, including regular follow up with stakeholders to ensure timely completion of assigned tasks

Qualifications & Requirements

  • Relevant tertiary IT qualifications preferred or or equivalent relevant industry experience
  • ITIL certification
  • Australian citizenship
  • Ability to undergo Police Check
  • Ability to obtain AGSVA clearance, existing clearance preferred

Benefits

You will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.

Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities. We have been thrilled to receive a citation from the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 5 years in a row.

Equal Opportunities
We are committed to providing equal opportunities and actively encourage applicants from all backgrounds to apply for our roles, regardless of gender, age, sexual orientation, ethnicity, religion or disability.
If you require any adjustments/assistance during the recruitment process, please reach out to careers@konicaminolta.com.au

Join our Team and thrive in an environment built on strong Collaboration, continuous Learning and personal Growth. Everyday at Konica Minolta is an opportunity to share your Ideas, influence Change and engage with colleagues from diverse backgrounds and experiences.

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