Software Specialist I, Incident Management

Ricoh • United States,

9d • $26 - $30 • Onsite

About The Position

The Software Specialist I, Incident Management provides post-sales support for Ricoh Professional and IT software solutions, including capture, workflow, print management, and other portfolio solutions. The role delivers telephone and web-based remote break/fix technical support to dealers, field technicians, VARs, OEMs, and end-user customers.

The specialist evaluates and resolves customer incidents, provides remote expertise for software and application problems, and coordinates with vendors, engineering, and customer IT organizations to diagnose technical issues. The role independently reproduces software failures in a controlled or virtual test laboratory and guides customers through resolution procedures. The specialist serves as a subject matter expert across multiple Professional or IT Services disciplines, maintains incident records and knowledgebase content, and may assist with installations, training, billable customer work, and ongoing support system administration.

The position typically operates in an office environment and involves regular interaction with internal and external contacts by phone, remote or web-based meetings, and in person. Work is mostly sedentary, with occasional 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. The role requires managing multiple assignments simultaneously.

Requirements

• A 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, including a demonstrated track record of success.
• Required certifications: CompTIA A+ and CompTIA Network+.
• 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 courses of action to people who may be under stress or communicate poorly.
• 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 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.
• Strong proficiency in MS Office Suite, SNOW, Five9, and Visio.
• Additional certifications relevant to product- or technology-specific work, such as CNA, CNE, MCP, MCSE, or CDIA+.

Responsibilities

• Respond promptly and professionally to incidents escalated from Level 1 support by telephone, voicemail, or email; assess the issue, provide technical assistance, and take ownership of escalated incidents.
• Analyze and document customer technical inquiries and issues, maintaining accurate and detailed records in SNOW, KCS, Five9, or other incident management databases.
• Independently test, reproduce, troubleshoot, and resolve issues in a controlled laboratory environment using available lab equipment and virtual or remote resources.
• Investigate and coordinate resolution and recovery actions for assigned incidents.
• Provide specialist support for incidents that cannot be resolved by Level 1.
• Propose and perform billable customer work in accordance with the Ricoh service order process.
• Serve 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 involving supported hardware, software, or products.
• Assist in creating and updating technical documentation, and review new and updated technical information for supported products.
• Assist Senior Incident Analysts with developing and conducting training for support tiers.
• Create, manage, and update internal and global knowledgebase content in accordance with prescribed standards.
• Maintain and safeguard assigned company property, including a laptop, and install and maintain current software on the assigned workstation.
• Understand customer support requirements, recommend billable services when appropriate, and carry out the actions needed to complete associated tasks.
• Use diagnostic tools, service aids, product schematics, and available product information to assess and resolve software solution failures.
• Interface with customer IT organizations and partner with Customer Services to resolve problems and support customer satisfaction.
• Maintain technical certifications and develop product and solution expertise through training and ongoing skill development.
• Perform daily administration of the Professional and/or IT Services system of record.
• Perform other duties as assigned.

Benefits

• A selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time and paid holidays.
• Additional health, wellness, and personal and professional development benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree