Software Specialist I, Incident Management

Specialist I, Incident Management POSITION PROFILE

Responsible for the post-sales support of Ricoh Professional and IT based solutions which include capture, workflow, print management and other Ricoh portfolio-based software solutions. Provides telephone "hotline" and web-based, remote, break/fix technical support for software solutions to dealers, field technicians, VARs, OEMs and/or end user customers.

Responsible for understanding software requirements and delivering highly effective solutions to resolve customer Incidents. Provides expertise in resolving software/application problems requiring remote customer support and for interfacing with vendors or engineering to isolate and solve technical issues on software solutions. The Software Incident Analyst masters a broad range of solutions/enablers and is considered a subject matter expert in three or more Professional or IT Services disciplines. The incident analyst will also replicate caller's software failure or situation in a virtual test laboratory to aid in the diagnosis and ultimately walk the customer through the resolution procedures.

JOB DUTIES AND RESPONSIBILITIES

• Responds to escalated incidents from Level 1 support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Further evaluates the caller's incident and provides technical assistance utilizing the appropriate support information and documentation. Assumes full ownership of escalated incidents. Analyzes and documents customer technical inquires/issues.
• Responsible for entries for incoming issues and all activities that pertain to any existing issues within SNOW, KCS, Five9 or any other Incident Management database application. Entries are to be accurate, detailed, and include all required fields with an emphasis on resolution data.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues.
• Uses available lab equipment and other virtual or remote resources to effectively troubleshoot issues. Returns resources to proper working condition when through.
• Provides a specialist skill or support role to receive Incidents that cannot be resolved by Level 1.
• Investigate and coordinate resolution and recovery actions for assigned Incidents.
• Proposes and performs billable work for customers following the defined Ricoh service order process.
• Knowledge of Networking, Databases, rudimentary scripting, Security and Business Processes.
• Acts as subject matter expert on three or more critical Professional and IT Services disciplines including Workflow, Cloud, Print Management, Behavior Modification, Capture, EDM, IT, Networking, Telephony and server-based fax technology.
• May assist with installing Ricoh and 3rd party software solutions in customer environments.
• Develop hardware/software or product specific technical service solutions to escalated incidents of expanded scope.
• Assists with creating new and updating current documentation.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Assists Sr Incident Analysts with developing and conducting internal training for all support tiers.
• Create, manage and update internal and global knowledgebase to align with prescribed standards.
• Responsible for the maintenance and safekeeping of a laptop computer and other assigned company property.
• Installs and maintains current software on assigned workstation.
• Understands customer requirements for support services; capable of recommending billable services as appropriate & executing on actions necessary to complete the associated tasks.
• Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of software solutions failure(s).
• Interface with customer information technology organizations to resolve problems.
• Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their role and level.
• Diagnoses and resolves application, software/hardware and connectivity problems which may require working with on-site technical resources.
• Partners with the Customer Services team to resolve problems and ensure customer satisfaction.
• Responsible for ongoing personal skill development through the attainment of appropriate certifications and completing assigned training.
• Performs daily administration of Professional and/or IT Services system of record.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• College degree (computer science, information systems, engineering) or equivalent experience in a related field required.
• Minimum of 4 years of related work experience including a demonstrated track record of success.
• In technical support and/or industry related experience, 5+ years preferred.
• Proficiency in MS Office Suite, SNOW, Five9 and Visio strongly preferred.

Required Certifications

• CompTIA A+
• CompTIA Network+

Additional Certifications

• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

KNOWLEDGE, SKILLS AND ABILITIES

• Completes all required administrative tasks in an accurate and timely manner with minimal oversight being required.
• Requires proficiency in systems analysis - problem isolation, diagnosis, and resolution.
• Ability to analyze complex data from multiple sources to identify issues and propose solutions.
• Requires 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.
• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action. Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
• Possesses initiative and ability to be highly self-motivated.
• Project Management Skills (communication, leadership, personal organization etc.).
• Excellent customer service skills.
• Ability to be an agile learner (learning on the fly).
• Enhanced level of knowledge of computer operating systems, servers and network environments.
• Advanced level of interpersonal, time management and organizational skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.
• Shift work, extended hours, stand-by and/or on-call may be required.
• Requires daily interaction with internal and external contacts via phone, remote or web-based meeting and in person.
• Work assignments are diversified, ability to handle multiple tasks simultaneously is imperative.
• Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 20 lbs. (e.g., papers, books, computers, software, kiosks, parts, etc.)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.