Analyst I, Incident Management
Ricoh UK
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $29 - $32 per hour
About the role
- Respond to escalated Level 1 incidents (telephone, voicemail, email) in a timely and professional manner
- Assume full ownership of escalated incidents, including analysis, troubleshooting, and documentation
- Analyze and document customer technical inquiries and issues
- Maintain accurate and detailed incident records in SNOW, KCS, Five9, or other incident management systems
- Conduct independent testing in controlled lab environments to duplicate and resolve software issues
- Utilize lab equipment, virtual environments, and remote tools to troubleshoot and resolve incidents
- Coordinate investigation, resolution, and recovery actions for assigned incidents
- Propose and perform billable work following the Ricoh service order process
- Provide advanced technical support for incidents unresolved at Level 1
- Assist with installation of Ricoh and third-party software solutions in customer environments
- Develop technical service solutions for complex, escalated incidents
- Create, update, and maintain internal and global knowledge base documentation
- Review and stay current on technical documentation for supported products
- Participate in shadowing and knowledge transfer with senior support resources and internal teams
- Interface with customer IT organizations to resolve application, software, hardware, and connectivity issues
- Utilize diagnostic tools, service aids, schematics, and product documentation for problem resolution
- Maintain assigned company equipment, including laptops and software installations
- Perform daily administrative tasks related to Professional and IT Services systems of record
- Maintain required technical certifications and complete ongoing training
- Partner with Customer Services teams to ensure customer satisfaction
- Demonstrate a positive attitude toward new processes and compliance requirements
- Limit expression of concerns regarding Ricoh systems or processes to direct management
- Perform other duties as assigned
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
- Minimum of 3 years of related technical support or industry experience
- Demonstrated track record of success in technical support environments
- CompTIA A+
- CompTIA Network+
- Additional certifications may be required based on product or technology, including: CNA, CNE, MCP, MCSE, CDIA+, or equivalent
- Proficiency in Microsoft Office Suite
- Experience with SNOW, Five9, and Visio strongly preferred
Benefits
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingincident managementsoftware installationtestingdocumentationanalysisservice solutionsproblem resolutionadministrative tasks
Soft skills
customer satisfactionpositive attitudeownershipcommunicationteam collaborationknowledge transferprofessionalismadaptabilityattention to detailtime management
Certifications
Bachelor’s degreeCompTIA A+CompTIA Network+CNACNEMCPMCSECDIA+