Analyst I, Incident Management

Ricoh Americas Holdings•Tucker, IL

12h

About The Position

Position Profile 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. Job Duties and 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 Technical Knowledge and Expertise 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 Qualifications Education & Experience 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 Certifications Required: CompTIA A+ CompTIA Network+ Additional certifications may be required based on product or technology, including: CNA, CNE, MCP, MCSE, CDIA+, or equivalent Technical Skills Proficiency in Microsoft Office Suite Experience with SNOW, Five9, and Visio strongly preferred Knowledge, Skills, and Abilities Strong systems analysis skills, including problem isolation, diagnosis, and resolution Ability to analyze complex data from multiple sources and propose effective solutions Expertise in one or more areas such as workflow, print management, networking, operating systems, cloud solutions, or document management 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 Working Conditions, Mental and Physical Demands Office-based work environment with standard lighting, ventilation, temperature, and noise levels Shift work, extended hours, standby, or on-call responsibilities may be required Daily interaction with internal and external contacts via phone, remote tools, web meetings, and in person Ability to manage multiple tasks and priorities simultaneously Primarily sedentary work with occasional walking, standing, bending, reaching, and lifting objects under 20 lbs This job description outlines the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities, skills, or working conditions.

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
Certifications Required: 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
Expertise in one or more areas such as workflow, print management, networking, operating systems, cloud solutions, or document management
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
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

Nice To Haves

Additional certifications may be required based on product or technology, including: CNA, CNE, MCP, MCSE, CDIA+, or equivalent
Experience with SNOW, Five9, and Visio strongly preferred

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