Solutions Support Technician II
About the RoleThis role is a technology support professional, supporting customers who use solutions and software sold by Canon USA. An experienced support professional, capable of resolving a wide range of technical issues including networking, software, and hardware solutions. This position is primarily phone based and uses remote support tools to interact with our clients. Acts as an individual contributor in a help desk environment, using skills and resources to provide technical support. Creates tickets and collaborates with clients with the goal to rapidly resolve or manage escalation to field and vendor resources.Your Impact- Intakes new customer requests, creates a case ticket to identify the client, validates support and triage the request. - Performs remote technical support provided via phone and email, using remote access tools as necessary to interact with our customer requests. - Utilizes strong technical skills and training on Canon hardware and software solutions to help troubleshoot, diagnose, and resolve customer reported cases. - Documents and manages the support interaction via Service Management tools. - Utilizes, contributes and improves the Knowledge Base as a core responsibility of support. - Grows capability in more complex software solutions, with ability to consistently resolve cases rapidly. About You: The Skills & Expertise You BringHS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience. - A support professional with strong technology skills in troubleshooting and resolving software applications, networking, and hardware issues. - Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support. - Desired experience with enterprise printer and print management solutions. - May require up to 5% travel (valid driver's license and acceptable driving record necessary); ability to work remote for business continuity. - Desired technical certifications including A+, Network+, Server+, Microsoft certifications, HDI Support Center Analyst, KCS Foundations. We are providing the anticipated rate for this role: $21.20 - $31.74 hourly.Company OverviewAbout our Company - 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 $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at Who We Are Where Talent Fosters Innovation. Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation. What We Offer You'll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits. And Even More Perks! -Employee referral bonus -Employee discounts -"Dress for Your Day" attire program (casual is welcome, based on your job function) -Volunteer opportunities to give back to our local community -Swag! A Canon welcome kit and official merch you can't get anywhere else Based on weekly patent counts issued by United States Patent and Trademark Office. All referenced product names, and other marks, are trademarks of their respective owners. Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are not reviewing this job posting on our Careers' site we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at #CUSA Workstyle DescriptionHybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.Posting Tags#LI-RH1 #PM19 #LI-Hybrid #ID22Qualifications:HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience. - A support professional with strong technology skills in troubleshooting and resolving software applications, networking, and hardware issues.- Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.- Desired experience with enterprise printer and print management solutions.- May require up to 5% travel (valid driver's license and acceptable driving record necessary); ability to work remote for business continuity. - Desired technical certifications including A+, Network+, Server+, Microsoft certifications, HDI Support Center Analyst, KCS Foundations.We are providing the anticipated rate for this role: $21.20 - $31.74 hourly.Employment Type: OTHER Apply tot his job