[Hiring] Software Specialist I, Incident Management @Ricoh

Role Description

Responsible for the post-sales support of Ricoh Professional and IT based solutions which include capture, workflow, print management and other Ricoh portfolio-based software solutions. Provides telephone "hotline" and web-based, remote, break/fix technical support for software solutions to dealers, field technicians, VARs, OEMs and/or end user customers.

Responsible for understanding software requirements and delivering highly effective solutions to resolve customer Incidents. Provides expertise in resolving software/application problems requiring remote customer support and for interfacing with vendors or engineering to isolate and solve technical issues on software solutions. The Software Incident Analyst masters a broad range of solutions/enablers and is considered a subject matter expert in three or more Professional or IT Services disciplines. The incident analyst will also replicate caller's software failure or situation in a virtual test laboratory to aid in the diagnosis and ultimately walk the customer through the resolution procedures.

Qualifications

• College degree (computer science, information systems, engineering) or equivalent experience in a related field required.
• Minimum of 4 years of related work experience including a demonstrated track record of success.
• In technical support and/or industry related experience, 5+ years preferred.
• Proficiency in MS Office Suite, SNOW, Five9 and Visio strongly preferred.
• Required Certifications: CompTIA A+, CompTIA Network+
• Additional Certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

Requirements

• Responds to escalated incidents from Level 1 support calls (i.e. telephone, voicemail, email) in a timely, professional manner.
• Further evaluates the caller's incident and provides technical assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of escalated incidents.
• Analyzes and documents customer technical inquiries/issues.
• Responsible for entries for incoming issues and all activities that pertain to any existing issues within SNOW, KCS, Five9 or any other Incident Management database application.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues.
• Uses available lab equipment and other virtual or remote resources to effectively troubleshoot issues.
• Provides a specialist skill or support role to receive Incidents that cannot be resolved by Level 1.
• Investigate and coordinate resolution and recovery actions for assigned Incidents.
• Proposes and performs billable work for customers following the defined Ricoh service order process.
• Knowledge of Networking, Databases, rudimentary scripting, Security and Business Processes.
• Acts as subject matter expert on three or more critical Professional and IT Services disciplines including Workflow, Cloud, Print Management, Behavior Modification, Capture, EDM, IT, Networking, Telephony and server-based fax technology.
• May assist with installing Ricoh and 3rd party software solutions in customer environments.
• Develop hardware/software or product specific technical service solutions to escalated incidents of expanded scope.
• Assists with creating new and updating current documentation.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Assists Sr Incident Analysts with developing and conducting internal training for all support tiers.
• Create, manage and update internal and global knowledgebase to align with prescribed standards.
• Responsible for the maintenance and safekeeping of a laptop computer and other assigned company property.
• Installs and maintains current software on assigned workstation.
• Understands customer requirements for support services; capable of recommending billable services as appropriate & executing on actions necessary to complete the associated tasks.
• Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of software solutions failure(s).
• Interface with customer information technology organizations to resolve problems.
• Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their role and level.
• Diagnoses and resolves application, software/hardware and connectivity problems which may require working with on-site technical resources.
• Partners with the Customer Services team to resolve problems and ensure customer satisfaction.
• Responsible for ongoing personal skill development through the attainment of appropriate certifications and completing assigned training.
• Performs daily administration of Professional and/or IT Services system of record.
• Performs other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.