Job Description

Position

Printer Support Specialist

Location

Charlottetown, Prince Edward Island



Printer Support Specialist (#23-02644)

This is a hybrid position, with client site visits required across PEI on a regular basis.

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 discounts 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.

We are looking for a Printer Support Specialist who will assist with the delivery of Ricoh Managed Document Services. This role assists with the administration and management of business document output devices (printers, copiers, and fax machines) both remotely and at customer locations with a focus on maximizing uptime, utilization, optimization, and user satisfaction while minimizing costs. The Printer Support Specialist must possess an understanding of the client\'s requirements and be IT centric, enabling communication with the Customer IT Department to develop, implement, manage and provide administrative support for ongoing fleet operations.

Responsibilities:

• Be part of a team responsible for delivering Ricoh Managed Document Services in accordance with a client Service Level Agreement through remote and on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh
• Provide administrative support for a large number of fleet devices requiring repetitive search tasks and data verification
• Prepare monthly and quarterly reports on a timely basis
• Conduct analysis on print volume data and assist with client reviews as required
• Ongoing management, tracking and communication to facilitate new equipment installs, removals, relocations and disposals
• Continuous review and management of customer billing contacts, shipping addresses and service contact names
• Collect, analyze and report on KPI\xe2\x80\x99s as well as provide trend analysis with recommendations for operational improvements in the customer environment
• Work closely with customer\'s Level-I Help Desk to review service call information, provide prompt status updates and facilitate escalations to the appropriate team member
• Assist with on-site workflow reviews and assessments to determine appropriate device deployments
• Conduct on-site training sessions with end users to ensure highest level of user adoption and maximize usage of the installed technology
• Ensure a working knowledge of all Ricoh vertical solutions, products and offerings and respond to client requests for information
• Participate in regularly scheduled Microsoft Teams video meetings
• Provide Support for the Service Delivery Manager
• Perform other duties as assigned

Continued

Education & Experience:

• Post-secondary (undergraduate, tech degree, diploma or certificates)
• Minimum 2 years experience in roles with similar responsibility, scope or skills
• Previous service, support, or operational experience with customers

Skills:

• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
• Proficient in Microsoft Office 365 applications with demonstrated Excel skills. Sharepoint experience would be beneficial.
• A basic understanding of networked print queues, IP addresses, and DNS
• Ability to work independently, or as part of a team to 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
• Have a valid driver\'s license and access to a vehicle

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