Analyst I, Incident Management

Ricoh Careers

1d

About The Position

The Software Incident Specialist is responsible for post-sales technical support of Ricoh Professional and IT-based solutions, including capture, workflow, print management, and other Ricoh portfolio software solutions. This role provides telephone hotline and web-based remote break/fix support to dealers, field technicians, VARs, OEMs, and end-user customers.
The specialist evaluates software requirements, delivers effective incident resolution, and provides advanced technical expertise. This position requires proficiency in at least three Ricoh solutions/enablers and progression toward subject matter expert (SME) status in at least one. The role includes replicating customer issues in a virtual lab environment and guiding customers through resolution procedures.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• Minimum of 3 years of related technical support or industry experience
• Demonstrated track record of success in technical support environments
• CompTIA A+
• CompTIA Network+
• Proficiency in Microsoft Office Suite
• Strong systems analysis skills, including problem isolation, diagnosis, and resolution
• Ability to analyze complex data from multiple sources and propose effective solutions
• Excellent verbal and written communication skills, including interaction with stressed or non-technical users
• Strong initiative, self-motivation, and ability to learn quickly
• Effective project management, organizational, and time management skills
• High level of customer service orientation
• Advanced interpersonal skills and adaptability in dynamic environments

Nice To Haves

• CNA, CNE, MCP, MCSE, CDIA+, or equivalent
• Experience with SNOW, Five9, and Visio strongly preferred
• Expertise in one or more areas such as workflow, print management, networking, operating systems, cloud solutions, or document management
• Networking, databases, rudimentary scripting, security, and business processes
• Proficiency in three or more Professional and IT Services disciplines, including: Workflow Cloud solutions Print management Behavior modification / cost recovery Capture and EDM IT and networking Telephony and server-based fax technologies

Responsibilities

• Respond to escalated Level 1 incidents (telephone, voicemail, email) in a timely and professional manner
• Assume full ownership of escalated incidents, including analysis, troubleshooting, and documentation
• Analyze and document customer technical inquiries and issues
• Maintain accurate and detailed incident records in SNOW, KCS, Five9, or other incident management systems
• Conduct independent testing in controlled lab environments to duplicate and resolve software issues
• Utilize lab equipment, virtual environments, and remote tools to troubleshoot and resolve incidents
• Coordinate investigation, resolution, and recovery actions for assigned incidents
• Propose and perform billable work following the Ricoh service order process
• Provide advanced technical support for incidents unresolved at Level 1
• Assist with installation of Ricoh and third-party software solutions in customer environments
• Develop technical service solutions for complex, escalated incidents
• Create, update, and maintain internal and global knowledge base documentation
• Review and stay current on technical documentation for supported products
• Participate in shadowing and knowledge transfer with senior support resources and internal teams
• Interface with customer IT organizations to resolve application, software, hardware, and connectivity issues
• Utilize diagnostic tools, service aids, schematics, and product documentation for problem resolution
• Maintain assigned company equipment, including laptops and software installations
• Perform daily administrative tasks related to Professional and IT Services systems of record
• Maintain required technical certifications and complete ongoing training
• Partner with Customer Services teams to ensure customer satisfaction
• Demonstrate a positive attitude toward new processes and compliance requirements
• Limit expression of concerns regarding Ricoh systems or processes to direct management
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees