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Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Assist with delivery of Ricoh Managed Document Services for printers, copiers, and fax machines at customer locations or remotely
- Deliver services according to client contracts, SLAs, Statements of Work, and Ricoh delivery standards
- Monitor and manage service issues and escalations with customer Help Desks
- Troubleshoot printer, driver, network, operating system, and other printing issues using personal visits or remote tools
- Resolve printer issues or escalate them through appropriate Ricoh channels
- Create network print queues and IP addresses through the client request system
- Conduct end-user training and provide basic training support
- Manage Ricoh incident tickets, including troubleshooting, updates, escalations, and resolution documentation
- Assist in designing, developing, and documenting printing support processes and procedures
- Manage consumables inventory, asset reporting, escalation support, and common print rooms
- Monitor SLA compliance, uptime, utilization, end-user satisfaction, and costs
- Maintain knowledge of Ricoh vertical solutions and offerings including RightFax, Equitrac, and AutoStore
- Perform fleet optimization analysis and identify technology utilization and continuous improvement opportunities
- Collect, analyze, and report KPIs, trends, and operational improvement recommendations
- Prepare monthly and quarterly reports and assist with client reviews
- Manage and physically execute new installations, removals, relocations, and disposals (IMAC-D)
- Support the Supervisor/Service Delivery Manager and perform other assigned duties
Requirements
What you’ll need- Industry related training
- Post-secondary education, including undergraduate, tech degree, diploma, or certificates
- Minimum 2 years’ experience in roles with similar responsibility, scope or skills
- Previous service, support, technical, or operational experience with customers
- Excellent verbal and written communication and presentation skills
- Proficient in Microsoft Office applications, with demonstrated Excel skills
- Understanding of network print queues, IP addresses, and DNS
- Working knowledge of scanning, networking, and printing technologies
- Ability to work independently or as part of a team and take initiative to improve customer experience
- Ability to assess situations and act with a high level of urgency
- Ability to multitask in a fast-paced operation and prioritize objectives
- Effective planning, organizational, and time management skills
- Strong attention to detail
- Valid driver's license and access to reliable transportation
Benefits
Comp & perks- Medical, dental, life, and disability insurance coverage
- Ricoh Canada Retirement plan with company matching contributions
- Team member tuition assistance programs
- Paid vacation time
- Paid holidays annually
- Benefits supporting health, wellness, and ongoing personal and professional development