Software Specialist I, Incident Management

Ricoh Americas Holdings•Tucker, IL

About The Position

Responsible for post-sales support of Ricoh Professional and IT software solutions, including capture, workflow, print management, and other portfolio-based solutions. Provides telephone hotline and web-based remote break/fix technical support to dealers, field technicians, VARs, OEMs, and end-user customers. Evaluates software requirements and resolves customer incidents, including problems requiring remote support or coordination with vendors and engineering. The role covers a broad range of solutions and serves as a subject matter expert in three or more Professional or IT Services disciplines. The analyst may reproduce software failures in a virtual test laboratory to diagnose issues and guide customers through resolution procedures. The position typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise. Work is mostly sedentary but can involve walking, standing, bending, reaching, and lifting or carrying objects typically weighing less than 20 pounds. Daily interactions with internal and external contacts take place by phone, remote or web-based meeting, and in person. Work may involve multiple simultaneous assignments. Shift work, extended hours, standby, or on-call duties may be required.

Requirements

College degree in computer science, information systems, engineering, or a related field, or equivalent experience in a related field.
At least 4 years of related work experience with a demonstrated track record of success.
Required CompTIA A+ certification.
Required CompTIA Network+ certification.
Proficiency in systems analysis, including problem isolation, diagnosis, and resolution.
Ability to analyze complex data from multiple sources to identify issues and propose solutions.
Expertise in two or more of the following areas: workflow, behavior modification/cost-recovery, print management, networking, operating systems, cloud-based solutions, IT, and electronic document capture and management.
Proficient verbal and written communication skills, including the ability to assess issues and explain a course of action.
Ability to communicate effectively with people who are under stress or have difficulty communicating.
Initiative and ability to work in a highly self-motivated manner.
Project management skills, including communication, leadership, and personal organization.
Excellent customer service skills and ability to learn quickly.
Enhanced knowledge of computer operating systems, servers, and network environments.
Advanced interpersonal, time-management, and organizational skills.
Ability to complete administrative tasks accurately and on time with minimal oversight.
Ability to handle multiple tasks simultaneously.

Nice To Haves

Five or more years of technical support and/or industry-related experience.
Proficiency in MS Office Suite, SNOW, Five9, and Visio.
Additional product- or technology-specific certifications, such as CNA, CNE, MCP, MCSE, or CDIA+.

Responsibilities

Respond promptly and professionally to incidents escalated from Level 1 support via telephone, voicemail, or email; evaluate issues and provide technical assistance using appropriate support information and documentation.
Take full ownership of escalated incidents, investigate them, and coordinate resolution and recovery actions.
Analyze and document customer technical inquiries and issues, maintaining accurate and detailed records in SNOW, KCS, Five9, or another incident-management database.
Independently conduct tests in a controlled laboratory environment to reproduce and resolve issues, using lab equipment and virtual or remote resources, and return resources to proper working condition afterward.
Provide specialist support for incidents that Level 1 cannot resolve.
Propose and perform billable customer work in accordance with the defined Ricoh service order process.
Serve as a subject matter expert in three or more critical Professional and IT Services disciplines, such as workflow, cloud, print management, behavior modification, capture, EDM, IT, networking, telephony, or server-based fax technology.
Assist with installation of Ricoh and third-party software solutions in customer environments.
Develop technical service solutions for escalated incidents involving expanded scope, including hardware-, software-, or product-specific issues.
Assist in creating and updating documentation, review technical product information, and help Senior Incident Analysts develop and deliver internal training.
Create, manage, and update internal and global knowledge bases according to prescribed standards.
Maintain and safeguard assigned laptop and other company property, and install and maintain current software on the assigned workstation.
Understand customer support requirements, recommend billable services where appropriate, and complete actions needed to deliver those services.
Use diagnostic tools, service aids, product schematics, and other product information to assess and resolve software solution failures.
Interface with customer IT organizations and on-site technical resources to resolve application, software, hardware, and connectivity problems.
Partner with the Customer Services team to resolve problems and support customer satisfaction.
Maintain technical certifications and build role-specific product and solution expertise through training and personal skill development.
Perform daily administration of Professional and/or IT Services systems of record and complete other assigned duties.