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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 Professional and IT software solutions, including incident management and troubleshooting. Proficient in systems analysis and maintaining technical documentation while ensuring customer satisfaction through effective communication and problem resolution.
Highest-signal resume keywords
CompTIA A+ CertificationCompTIA Network+ CertificationProficiency In SNOWProficiency In Five9Technical Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementSystems AnalysisTroubleshootingTechnical DocumentationSoftware InstallationData AnalysisProblem DiagnosisVirtual Resource UtilizationControlled Laboratory TestingCustomer Service Coordination
Soft Skills
OwnershipMultitaskingCommunicationTraining AssistanceProblem-Solving
Tools & Technologies
MS Office SuiteKCSFive9SNOWVisio
Certifications & Qualifications
CompTIA A+ CertificationCompTIA Network+ CertificationCNACNEMCPMCSECDIA+
Industry Keywords
Technical SupportProfessional ServicesIT ServicesNetworkingCloud-Based SolutionsElectronic Document CapturePrint ManagementOperating SystemsBehavior ModificationCost-Recovery
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 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
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
- 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
Comp & perks- 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