Monday, April 8, 2013

Technical Support Specialist III -- Ricoh -- Tucker, GA

E-mail Mike Foster at for more information!!

The responsibility of a Technical Support Specialist III is to handle priority and highly complex issues from Ricoh Customers. Responsibilities include, but may not be limited to, the analysis and resolution of non-routine system problems and system performance issues as well as system administration activities.
  • Provides exceptional customer service during calls with customers.
  • May perform multiple sessions with customers concurrently.
  • Guides customers through each step of the repair process and explains clearly so the customer comprehends and follows the steps.
  •  Performs tasks associated with remote diagnostics, problem solving, installation assistance and system modifications.
  • Troubleshoots, repairs or escalates support incidents.
  • Responds to service tickets promptly, in accordance with established guidelines.
  •  Provides a timely resolution to the customer problems; escalating issues if time lapsed is exceeding established guidelines.
  •  Documents customer complaints and escalates unresolved issues.
  •  Follows up on service incidents to ensure the solutions provided have solved the customers' initial request and to verify customer satisfaction.
  • Accurately maintains associated data, files and records regarding these incidents. Accounts for time spent in all activities (chargeable and non-chargeable) for billing, contract profitability assessment, resource allocation, etc.
  • Remotely connects to customer's computers and respects their privacy by requesting access to any folders or applications being accessed for remediation purposes.
  • Maintains SLA on all owned cases.
  • Maintains Quality cases with minimal mistakes.
  • Coordinates with other team members, as needed, to determine how to improve processes.
  • Acts as first line of defense on internal alias to assist High Profile, Media or executive escalations.
  • Continuously communicates with Service Delivery Lead/Team Manager to identify any negative trends and report on the identified trends.
  • Maintains assigned equipment, software and technical data in accordance with department policy.
  • Provides sales leads to increase revenue opportunities for the company.
  • Determines individual training needs and ensures management is aware of training requirements to grow with the assigned responsibilities.
  • Assists in the training and development of fellow Ricoh associates as assigned.
  • May occasionally be required to work flexible hours to support special customer needs or to participate in personal training and development activities.
  • Participates in mandatory "on-call" support rotation schedule, which requires technical assistance after hours and on weekends, on a rotating schedule.
  • Monitors customer-generated alerts from Kaseya and provides remediation per established policies and procedures.
  • Serves as the primary support for System Administration duties and activities for server hardware, Microsoft Server related products and operating systems
  • Provides solutions for escalated, complex technical issues, configurations, administration and system performance concerns including networks, VoIP, firewalls, WIFI environments, SQL server, Exchange and Microsoft platform applications.
  • May provide back-up support to Tiers I/II, including handling email and incoming call requests, when not working on level 3 issues.
  • Advances the general knowledge and expertise of Tier I/II by mentoring and guiding team members, as appropriate.
  • Participates actively in the mining and vetting of articles for the customer knowledge base.
  • Provides technical expertise and/or training to the Professional Services and Sales teams.
  • Assignment to, or participation in, special projects requiring a higher level of technical expertise, as needed
  • The Technical Support Specialist -- Tier III will perform on-call duty to assist customers with emergency issues during, and occasionally outside of, regular business hours.
  • Performs other duties as assigned.
QUALIFICATIONS (Education, Experience and Certifications)
  • Requires Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer
  • Requires an Associate's or Bachelor's Degree, or technical institute degree / certificate in Computer
    Science, Information Systems, or other related field. Or equivalent work experience.
  • Typically has a minimum of 5-7 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
  • Requires a minimum of 5-7 years of experience in workstation / server configuration, troubleshooting, and computer networks or equivalent experience.
  • Possesses ability to read & comprehend written technical information in form of technical manuals.
  • Knowledge of Microsoft O/S and configuration and Microsoft Exchange/Outlook.
  • Requires strong computer skills including knowledge of web-based software platforms and MS Office Suite.
  • Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.

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