Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents granted in 2016† and is one of Fortune Magazine’s World’s Most Admired Companies in 2016. Canon U.S.A. is committed to the highest level of customer satisfaction and loyalty, providing 100 percent U.S.-based consumer service and support for all of the products it distributes. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. In 2014, the Canon Americas Headquarters secured LEED® Gold certification, a recognition for the design, construction, operations and maintenance of high-performance green buildings
Provide an enhanced level of software and connectivity phone and web based support to customer-facing field technicians and Canon resellers who are diagnosing problems. Troubleshoot problems and recommend solutions using technical expertise, by re-creating difficult problems in a lab environment and reference data contained in all Canon available resources. Log all call activity into the Call management system and share information in the knowledge base for both internal and external customers. Create “how to” videos to assist technicians in the troubleshooting process.
Four years experience in the computer or networking environment, technical support, or quality assurance capacity.
3+ years demonstrated technical proficiency in troubleshooting Canon software and office equipment
Bachelors degree is required, preferably in Computer Science, Computer Information Systems or Management Information Systems with specific technical coursework required.
Strong knowledge of Windows / MacIntosh / UNIX environments and their integration into a LAN/WAN.
Strong networking knowledge, both in theory and practice.
Strong application knowledge of Canon Software products (i.e. uniFLOW, Therefore, PrismaDirect, etc.) and current versions of popular commercial software packages is required.
Network +, Security+, MCITP, MCSA or equivalent.
The position may require some light travel.