Software Specialist I, Incident Management

Ricoh Americas Holdings•Tucker, IL

About The Position

Responsible for post-sales support of Ricoh professional and IT-based software solutions, including capture, workflow, print management, and other portfolio solutions. Provides telephone hotline and web-based remote break/fix support to dealers, field technicians, VARs, OEMs, and end-user customers. Evaluates software requirements and resolves customer incidents, including interfacing with vendors or engineering and reproducing failures in a virtual test laboratory to diagnose issues and guide customers through resolution procedures. The role is a subject matter expert in multiple Professional or IT Services disciplines and may assist with software installation, billable customer work, technical documentation, and internal training. Work is typically performed in an office environment. The position involves daily interaction with internal and external contacts by phone, remote or web-based meetings, and in person. Work is mostly sedentary but includes some walking, standing, bending, reaching, and lifting or carrying objects typically weighing less than 20 pounds. Shift work, extended hours, standby, or on-call work may be required. Assignments are varied and may require handling multiple tasks simultaneously.

Requirements

College degree in computer science, information systems, engineering, or a related field, or equivalent experience in a related field.
Minimum of 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 areas among 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 communicate 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.
Ability to walk, stand, bend, reach, and lift or carry 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 escalated Level 1 incidents by telephone, voicemail, or email in a timely and professional manner.
Evaluate incidents, provide technical assistance, assume ownership, and investigate and coordinate resolution and recovery actions.
Analyze and document customer technical inquiries and issues, maintaining accurate and detailed records in SNOW, KCS, Five9, or other incident management systems.
Conduct controlled laboratory tests to reproduce and resolve issues, using available lab equipment and virtual or remote resources; return resources to working condition afterward.
Provide specialist support for incidents that Level 1 support cannot resolve.
Propose and perform billable customer work in accordance with the Ricoh service order process, and recommend appropriate billable services.
Act as a subject matter expert in Professional and IT Services disciplines, including workflow, cloud, print management, behavior modification, capture, EDM, IT, networking, telephony, and 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 in creating and updating technical documentation and review product-related technical information as it becomes available.
Assist senior incident analysts with developing and conducting internal training for support tiers.
Create, manage, and update internal and global knowledge bases in accordance with prescribed standards.
Maintain and safeguard assigned company property, including a laptop, and install and maintain current software on the assigned workstation.
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.
Maintain technical certifications and complete product- and role-specific training and personal skill development.
Perform daily administration of the Professional and/or IT Services system of record.
Partner with the Customer Services team to resolve problems and support customer satisfaction.
Perform other duties as assigned.