Software Specialist I, Incident Management

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ricoh UK

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1936

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

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

• Provide post-sales support for Ricoh Professional and IT software solutions • Provide telephone hotline and web-based remote break/fix technical support • Respond to and take ownership of escalated Level 1 incidents • Analyze, document, investigate, and coordinate resolution and recovery actions for incidents • Maintain accurate issue records in SNOW, KCS, Five9, and other incident management databases • Conduct controlled laboratory tests to duplicate and resolve issues • Use lab equipment and virtual or remote resources to troubleshoot problems • Act as a subject matter expert in three or more Professional and IT Services disciplines • Propose and perform billable customer work through the Ricoh service order process • Assist with installing Ricoh and third-party software solutions • Develop technical service solutions for escalated incidents • Create and update technical documentation and internal/global knowledgebases • Assist with internal training for support tiers • Maintain assigned workstation software, laptop, and company property • Diagnose application, software/hardware, and connectivity problems, including coordination with on-site technical resources • Interface with customer IT organizations and partner with Customer Services to resolve problems • Maintain certifications and complete assigned training • Perform daily administration of Professional and/or IT Services systems of record • Perform other duties as assigned

🎯 Requirements

• College degree in computer science, information systems, engineering, or equivalent experience in a related field required • Minimum of 4 years of related work experience • 5+ years in technical support and/or industry-related experience preferred • Proficiency in MS Office Suite, SNOW, Five9, and Visio strongly preferred • CompTIA A+ certification required • CompTIA Network+ certification required • Additional product- or technology-specific certifications may be necessary, such as CNA, CNE, MCP, MCSE, CDIA+, etc. • Proficiency in systems analysis, including problem isolation, diagnosis, and resolution • Ability to analyze complex data from multiple sources • Expertise in two or more areas including workflow, behavior modification/cost-recovery, print management, networking, operating systems, cloud-based solutions, IT, and electronic document capture and management • Enhanced knowledge of computer operating systems, servers, and network environments • Ability to work shift work, extended hours, standby, and/or on-call as required • Ability to handle multiple tasks simultaneously • Ability to lift or carry objects typically weighing less than 20 lbs.

🏖️ Benefits

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