When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified a Great Place to Work in 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

The Infrastructure Manager is responsible for managing multi-product and enterprise solutions technical support teams. Serves as a primary interface for developing and executing strategies to optimize customer support performance and meet strategic business strategy and goals. Provides subject matter guidance to employees as required. Develop processes and procedures to drive department efficiencies, and assist in the development and meeting of the departmental budget. Manage a team including exempt and non-exempt employees.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

+       Manages service assurance frontline support operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.

+       Focuses on service level performance related to average speed of answer (ASA), abandoned calls, first call resolution, mean time to resolution (MTTR).

+       Manages initiatives, driving stakeholder and/or cross-functional collaboration that ensures high quality decisions and prompt resolution of business issues.

+       Ensures quality response to prospective and current customers who contact the service desk with service, technical or billing questions.

+       Develops, implements, and monitors operations policies, procedures, programs and standards that support the goals and objectives of the care centers.

+       May assist or stand in for other managers and supervisors as needed.

+       Develops staffing plans to support operational needs.

+       Participates in the hiring of employees. Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling.

+       Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality, and service standards.

+       Consistent exercise of independent judgment and discretion in matters of significance.

+       Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

+       Performs advanced break/fix troubleshooting and mentors’ junior engineers.

+       Provides failure or root cause analysis when required.

+       Understand network triggers and execute appropriate workflows.

+       Author operational documentation and knowledge base articles of known issues and solutions.

+       Responsible for managing and setting priorities for the monitoring and post-implementation support of Kyocera’s managed services.

+       Proactive mindset of always improving existing processes. Identify new opportunities for automation and process/practice improvements to improve the customer experience and add efficiencies to NOC monitoring and device management.

+       Ensures the effective monitoring and response to hardware, software, and network problems.

Required:

+       Bachelor’s Degree in IT, Technology, or related field preferred .

+       10+ years of relevant experience.

+       Critical thinking skills must be a self-starter, able to direct activities of the team, dependable and reliable.

+       5+ years of experience supporting end-to-end network technologies such as routers, switches, VPN appliances, firewalls, load Balancers, DNS appliances, and wireless devices.

+       Ability to explain technical details to both technical and non-technical audiences.

+       Experience with network security technologies like Palo Alto firewalls and NAC (Cisco Client).

+       Software Defined Networking experience (SD-WAN, DNAC, NDO, ACI).

+       Windows and Linux Server administration experience.

+       Experience with virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards.

+       Experience with Active Directory, DHCP, DNS, Group Policy.

+       In-depth experience with dynamic routing protocols such as BGP, OSPF.

+       Advanced understanding of business technology drivers and their impact on architecture design.

+       Advanced understanding of performance and monitoring via SNMP, API, SIEM.

+       Proficient in more than one specific infrastructure technology.

+       Advanced understanding of best practices and company policies.

+       Advanced troubleshooting skills.

Preferred:

+       Working knowledge of cloud platforms such as AWS, Azure and Google Cloud

Note

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.