RICOH COLOMBIA · 1 day ago
Analyst I, Incident Management
United States
Full-time
Remote
Entry Level
3+ years expRicoh Colombia is a leading integrated solutions provider seeking a Software Incident Specialist for post-sales technical support of their IT-based solutions. The role involves providing advanced technical expertise, incident resolution, and support for various Ricoh software solutions while ensuring customer satisfaction and maintaining detailed incident records.
Information Technology & Services
Responsibilities
Respond to escalated Level 1 incidents (telephone, voicemail, email) in a timely and professional manner
Assume full ownership of escalated incidents, including analysis, troubleshooting, and documentation
Analyze and document customer technical inquiries and issues
Maintain accurate and detailed incident records in SNOW, KCS, Five9, or other incident management systems
Conduct independent testing in controlled lab environments to duplicate and resolve software issues
Utilize lab equipment, virtual environments, and remote tools to troubleshoot and resolve incidents
Coordinate investigation, resolution, and recovery actions for assigned incidents
Propose and perform billable work following the Ricoh service order process
Provide advanced technical support for incidents unresolved at Level 1
Assist with installation of Ricoh and third-party software solutions in customer environments
Develop technical service solutions for complex, escalated incidents
Create, update, and maintain internal and global knowledge base documentation
Review and stay current on technical documentation for supported products
Participate in shadowing and knowledge transfer with senior support resources and internal teams
Interface with customer IT organizations to resolve application, software, hardware, and connectivity issues
Utilize diagnostic tools, service aids, schematics, and product documentation for problem resolution
Maintain assigned company equipment, including laptops and software installations
Perform daily administrative tasks related to Professional and IT Services systems of record
Maintain required technical certifications and complete ongoing training
Partner with Customer Services teams to ensure customer satisfaction
Demonstrate a positive attitude toward new processes and compliance requirements
Limit expression of concerns regarding Ricoh systems or processes to direct management
Perform other duties as assigned
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience
Minimum of 3 years of related technical support or industry experience
Demonstrated track record of success in technical support environments
CompTIA A+
CompTIA Network+
Additional certifications may be required based on product or technology, including: CNA, CNE, MCP, MCSE, CDIA+, or equivalent
Proficiency in Microsoft Office Suite
Strong systems analysis skills, including problem isolation, diagnosis, and resolution
Ability to analyze complex data from multiple sources and propose effective solutions
Expertise in one or more areas such as workflow, print management, networking, operating systems, cloud solutions, or document management
Excellent verbal and written communication skills, including interaction with stressed or non-technical users
Strong initiative, self-motivation, and ability to learn quickly
Effective project management, organizational, and time management skills
High level of customer service orientation
Advanced interpersonal skills and adaptability in dynamic environments
Preferred
Experience with SNOW, Five9, and Visio strongly preferred
Benefits
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Company
RICOH COLOMBIA
Ricoh es una compañía global de información y tecnología construyendo sobre la base de nuestro legado de innovación en un nuevo mundo del trabajo.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase