Principal Solutions Integrator – Support Solutions

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🕒 June 19

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Ricoh UK

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1936

🏢 Enterprise

⚡ Productivity

🔒 Cybersecurity

Enterprise • Productivity • Cloud & Infrastructure • Cybersecurity

Ricoh UK is a provider of comprehensive business solutions, specializing in the integration and optimization of technology to improve workplace efficiency and productivity. Their offerings include managed print services, cloud and infrastructure solutions, cybersecurity, digital printing, and business process management. Ricoh UK focuses on transforming digital workspaces to enhance employee experiences and promote collaboration, while also offering a wide range of office and production products, such as printers and scanners. They also operate an eCommerce platform for streamlined procurement of IT and media products, and are committed to sustainability and customer-centric innovation.

📋 Description

• Responsible for independently supporting pre-designed and custom solutions without oversight from team members. • Serve as the technical lead within the support desk, coordinating complex incident resolution and managing escalations that involve multiple resources. • Independently handle and resolve medium- to high-complexity support cases, while contributing to large-scale incident management as part of a broader team. • Collaborate with implementation teams and project stakeholders to understand solution design, configurations, and customer environments. • Perform detailed issue and root cause analysis, gathering business process and technical information from key client stakeholders. • Produce and maintain support documentation, including troubleshooting guides, known-error records, root cause analysis reports, and knowledge base articles. • Apply best-practice knowledge to diagnose and resolve issues related to software, integrations, configurations, and system performance. • Coordinate support for incidents, managing scope, resolution tasks, and timelines. • Ensure support activities meet defined service levels, timelines, and quality standards. • Deliver configuration adjustments, fixes, and optimization efforts for complex customer environments while maintaining a strong customer focus. • Provide mentorship and guidance to junior support desk team members. • Build and maintain strong working relationships with customers, partners, and internal teams. • Conduct user support sessions or knowledge transfers to improve user experience, adoption, and reduce recurring incidents. • Lead or contribute to post-incident review sessions, documenting lessons learned and identifying opportunities for improvement. • Provide structured feedback to delivery and support teams to improve solution quality and support readiness. • Work with Ricoh corporate support groups and partner vendors in a cooperative effort to resolve product issues and improve solution performance. • Maintain a high level of professionalism in all customer interactions, enhancing the reputation of Ricoh Canada Inc. • Act as an escalation point for the product support helpdesk, providing expert-level assistance on complex issues. • Collaborate cross-functionally to improve product performance and overall solution delivery. • Contribute to the continuous improvement process, working with Delivery Management, Product Management, Engineering, and Support teams by providing client feedback and recommendations. • Support pre-sales activities. • Other duties as assigned by the manager.

🎯 Requirements

• Minimum of 5 years of experience in a technical support or solutions implementation role for client-facing environments in the document and/or content management solutions space (e.g., DocuWare, Laserfiche). • Postsecondary education (diploma, certificate, or credential) in a technical field. • Strong knowledge of Microsoft Office products, including Visio. • Practical knowledge of: • HTML/CSS • Microsoft .NET Framework • JavaScript • Microsoft SQL • IT industry certifications are an asset (e.g., Microsoft, CompTIA, CDIA+ or equivalent). • ITIL or service management training is considered an asset. • Strong understanding required of: • Application servers • Networking • Operating systems • Technical architecture • Virtualization

🏖️ Benefits

• Select the medical, dental, life, and disability insurance coverage that best fits your needs. • Contribute to your financial security with Ricoh Canada’s retirement plan, including company-matching contributions. • Enhance your education with team member tuition assistance programs. • Enjoy paid vacation time and paid holidays annually. • Access additional benefits to support your health, wellness, and ongoing personal and professional development.