Incident Analyst

Job Description

POSITION PROFILE

Responsible for the post sales support of Ricoh Professional and IT based solutions which may include capture, workflow, behavioral and IT network products/systems, network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations as well as cloud based solutions. Provides telephone product technical service support to dealers, field technicians, VARs, OEMs and/or end user customers. Responsible for understanding software requirements and delivering highly effective solutions in order to resolve customer Incidents. Provides expertise in resolving application, software, hardware and connectivity problems requiring remote customer support and for interfacing with vendors or engineering to isolate and solve technical issues on software solutions. The Analyst masters a broad range of solutions/enablers and is considered a subject matter expert in one or more Professional or IT Services disciplines. Replicates caller's software failure situation in test laboratory, to aid in the diagnosis and ultimately walk the customer through the resolution procedures.

JOB DUTIES AND RESPONSIBILITIES

• Responds to escalated support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming Incidents. Escalates and follows up as needed to ensure fastest possible resolutions; Analyzes and documents customer technical inquires/issues.
• Documents entries for all activities that pertain to any existing Incident within the Incident Management call database software. Entries are accurate, detailed, and include all required fields
• Continually monitors phone, email, and voicemail queues and notifies team when attention is required
• Escalates cases when appropriate to Level 3, determining the most effective solution to a problem. Tracks cases until they are resolved.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues
• Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through.
• Provides pre-sales technical expertise to sales team.
• May Require knowledge of Networking, Databases, Scripting, Security and Business Process
• Acts as subject matter expert on one or more Software Solution and IT Services disciplines including Workflow, Cloud, 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 routine problems of limited scope.
• Assists with creating new and updating current documentation.
• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available
• Update internal and global knowledgebase
• Responsible for the maintenance and safekeeping of a Laptop computer and other assigned company property
• Installs and maintains current software on assigned workstation
• Develops and executes implementation plans for selected solution and coordinates with Ricoh, customer and third party resources.
• Understands customer requirements for support services; may recommend billable services as appropriate.
• Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment failures.
• Interface with customer information technology organizations to resolve network problems.
• Maintain their technical certifications, as well as obtain the expertise and knowledge on product - solution training specific to the needs of their function.
• Diagnoses and resolves application, software/hardware and connectivity problems requiring on-site support from technical operations.
• 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

Location

Ashburn, Virginia

Job Description Continued

QUALIFICATIONS (Education, Experience, and Certifications)

• College degree (computer science, information systems, engineering) or equivalent experience in a related field required.
• Minimum of 3 years of related work experience including a demonstrated track record of success
• in technical sales support and/or industry related experience, 5 years preferred
• Proficiency in MS Office Suite and Visio strongly preferred.
• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

Ricoh is an EEO/Affirmative Action Employer - Minorities/Women/Protected Veterans/Disabled.

Additional/Alternate Work Locations (if applicable)