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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing post-sales technical support for Ricoh Professional and IT software solutions, including troubleshooting, incident management, and customer service. Proficient in maintaining technical documentation and knowledgebases while ensuring compliance with service-order processes.
Highest-signal resume keywords
CompTIA A+ CertificationCompTIA Network+ CertificationTechnical Support ExperienceProficiency in SNOWIncident Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSystems AnalysisProblem DiagnosisTroubleshootingNetworking KnowledgeDatabase KnowledgeRudimentary ScriptingCloud-Based SolutionsOperating Systems ExpertiseElectronic Document Capture
Soft Skills
Ability to Handle Multiple TasksCustomer Service SkillsAnalytical Skills
Tools & Technologies
MS Office SuiteFive9VisioSNOW
Certifications & Qualifications
CompTIA A+ CertificationCompTIA Network+ Certification
Industry Keywords
Post-Sales SupportIncident ManagementTechnical DocumentationService-Order ProcessProfessional ServicesIT Services
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Provide post-sales support for Ricoh Professional and IT software solutions
- Provide telephone hotline and web-based remote break/fix technical support
- Respond to escalated Level 1 incidents and assume ownership through resolution
- Analyze and document customer technical inquiries and issues
- Maintain accurate incident records in SNOW, KCS, Five9, or other incident-management databases
- Conduct controlled laboratory tests to duplicate and resolve issues
- Troubleshoot using lab equipment and virtual or remote resources
- Investigate and coordinate resolution and recovery actions for assigned incidents
- Propose and perform billable customer work under Ricoh’s service-order process
- Act as subject matter expert in three or more Professional and IT Services disciplines
- 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 Senior Incident Analysts with internal training
- Maintain assigned laptop, software, certifications, and product expertise
- Interface with customer IT organizations and partner with Customer Services
- Diagnose and resolve application, software/hardware, and connectivity problems
- Perform daily administration of Professional and/or IT Services systems of record
- Perform other duties as assigned
Requirements
What you’ll need- 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
- CompTIA A+ certification required
- CompTIA Network+ certification required
- Proficiency in MS Office Suite, SNOW, Five9, and Visio strongly preferred
- Knowledge of networking, databases, rudimentary scripting, security, and business processes
- Expertise in two or more of workflow, behavior modification/cost-recovery, print management, networking, operating systems, cloud-based solutions, IT, and electronic document capture and management
- Proficiency in systems analysis, problem isolation, diagnosis, and resolution
- Ability to analyze complex data from multiple sources
- Enhanced knowledge of computer operating systems, servers, and network environments
- Shift work, extended hours, standby, and/or on-call may be required
- Ability to handle multiple tasks simultaneously
- Ability to lift or carry objects typically weighing less than 20 lbs.
- Ability to maintain technical certifications and complete assigned training
Benefits
Comp & perks- Medical insurance options
- Dental insurance options
- Life insurance options
- 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
- Other health, wellness, and ongoing personal and professional development benefits