Job Description

Position

Print Support Specialist

Location

St Johns, Newfoundland and Labrador



Print Support Specialist (Hybrid)

We want you to join our customer centric team whose passion it is to Empower Digital workplaces!

At Ricoh, we aren\xe2\x80\x99t satisfied with keeping pace with today\xe2\x80\x99s complex work environments, we are setting the pace. We are reimagining the workplace.

Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.

We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.

Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.

The Print Support Specialist will assist with the delivery of Ricoh Managed Document Services which includes managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. After insuring achievement of Service Level Agreements, the Print Support Specialist is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. The Print Support Specialist must possess an understanding of the client\'s requirements and domain, be IT centric, enabling communication with the Customer IT Department resources and develop, implement and manage ongoing fleet operations.

Responsibilities:

• Part of a team responsible for delivering Ricoh Managed Document Services in accordance with client contract, SLA and Statement of Work specifications primarily through remote and occasional on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh
• Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations
• Work directly with customers\xe2\x80\x99 IT staff to Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools.
• First response service for print related issues.
• Fix printer related issues and/or escalate to appropriate Ricoh channels
• Work within the client request system to provide user services pertaining to Ricoh solutions and equipment.
• Deliver levels of service (as defined in customer SLA) and work closely with customer\'s Level-I Help Desk and other support staff.
• Basic training support for end user requests.
• The management of Ricoh incident tickets assigned through the customer\'s service ticketing system. Which could include, first response troubleshooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details.
• Assist in the design, development and documentation of printing support processes and procedures.
• Fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting
• Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs.
• Ensure a working knowledge of all Ricoh vertical solutions, products, and offerings.
• Fleet optimization services/analysis and identifying opportunities for technology utilization and Continuous Improvement throughout term of the agreement.
• Collect, analyze and report on KPI\xe2\x80\x99s as well as provide trend analysis with recommendations for operational improvements in the customer environment for the specific service being supported.
• Prepare monthly and quarterly reports; conducts analysis and assists with client reviews as required.
• Ongoing management of new installs, removals, relocations, and disposals (IMAC-D)
• Provide Support for the Supervisor/Service Delivery Manager
• Perform other duties as assigned

Continued

Education & Experience:

• Industry related training
• Post-secondary (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

Skills:

• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
• Proficient in MS Office applications with demonstrated Excel skills. Visio and SharePoint experience would be beneficial.
• An 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 the 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

Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies\' optimizing their end-to-end business solutions.

Ricoh