Software Specialist I, Incident Management

Ricoh•United States,

9d•$26 - $30

About The Position

Provides post-sales support for Ricoh Professional and IT software solutions, including capture, workflow, print management, and other portfolio-based solutions. Delivers telephone, web-based, and remote break/fix technical support to dealers, field technicians, VARs, OEMs, and end-user customers. The role evaluates and resolves customer incidents, troubleshoots software and application problems remotely, and works with vendors, engineering, and customer IT organizations to isolate and resolve technical issues. The specialist is expected to master a broad range of solutions and serve as a subject matter expert in at least three Professional or IT Services disciplines. The role may reproduce software failures in a virtual test lab to diagnose issues and guide customers through resolution procedures. The position typically works in an office environment and involves frequent interaction with internal and external contacts by phone, remote or web-based meeting, and in person. Work may include shift work, extended hours, standby, or on-call assignments. The work is mostly sedentary but can require walking, standing, bending, reaching, and lifting or carrying objects typically weighing less than 20 pounds.

Requirements

College degree in computer science, information systems, engineering, 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, identify issues, and propose solutions.
Expertise in two or more areas such as workflow, behavior modification/cost recovery, print management, networking, operating systems, cloud solutions, IT, or electronic document capture and management.
Knowledge of networking, databases, rudimentary scripting, security, and business processes.
Proficient verbal and written communication skills, including the ability to communicate effectively with people who are stressed or have difficulty communicating.
Initiative and ability to work independently with minimal oversight and maintain accurate, timely administrative work.
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 handle multiple tasks simultaneously.
Ability to perform a mostly sedentary role that may require walking, standing, bending, reaching, and lifting or carrying objects typically weighing less than 20 pounds.

Nice To Haves

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

Responsibilities

Respond to Level 1 escalations promptly and professionally, assess incidents, provide technical assistance, and take ownership through resolution.
Analyze and document customer technical inquiries and issues.
Maintain accurate, detailed incident records and activity updates in SNOW, KCS, Five9, or other incident management databases.
Conduct tests in a controlled lab environment to reproduce and resolve customer issues.
Use lab equipment and virtual or remote resources to troubleshoot issues, and return resources to proper working condition after use.
Receive incidents that cannot be resolved by Level 1 support and provide specialist support.
Investigate and coordinate resolution and recovery actions for assigned incidents.
Propose and perform billable customer work in accordance with the Ricoh service order process.
Act as a subject matter expert in three or more Professional and IT Services disciplines, such as workflow, cloud, print management, capture, EDM, IT, networking, telephony, or server-based fax technology.
Assist with installing Ricoh and third-party software solutions in customer environments.
Develop technical service solutions for escalated incidents of expanded scope.
Assist with creating and updating documentation, and review new and existing technical product information.
Assist Senior Incident Analysts with developing and conducting internal training for support tiers.
Create, manage, and update internal and global knowledgebase content to prescribed standards.
Maintain and safeguard assigned laptop and other company property, and keep assigned workstation software current.
Understand customer support requirements, recommend billable services when appropriate, and complete associated tasks.
Use diagnostic tools, service aids, schematics, and 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 Customer Services to resolve problems and support customer satisfaction.
Maintain technical certifications and develop product and solution expertise through training and ongoing professional development.
Perform daily administration of Professional and/or IT Services systems of record.
Perform other duties as assigned.