Software Specialist , Incident Management

$26.35 - $30.00 per hour

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.

• 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…