Key Responsibilities

• Liaise with customers throughout the incident resolution process, including advice of status, solution, and negotiation of closure by maintaining accurate and complete customer records of all incidents including symptoms, actions taken and closure details.
• Ensure Ricoh maintains high levels of customer satisfaction by efficiently addressing support duties in adherence to Service Level Agreements (SLA’s).
• Assist in identifying and developing tools and processes required for the continual improvement of the incident management and service assurance process.
• Participate as part of the team to achieve the team’s goals and targets.
• Be available and responsible for all customer inquiries pertaining to critical escalations (P1’s & P2’s) as required by the management & demonstrate relevant knowledge required to handle such inquires.
• Be a direct liaison between the Application Support Team and our Pre-Sales Solutions Specialist, Project & Implementation teams to deliver customer requirements as contractually defined.
• Be involved in the design of proactive/scheduled maintenance & updates of the installed solutions of our customers whilst adhering to Change Management processes.
• Participation in Situation Management (SITMAN) meetings during major customer outages that involve Ricoh print solution
• Assist in identifying and developing tools and processes required for the continual improvement of the incident management and service assurance process
• Assist in the definition of & execution of Change Management
• Provide priority support for P1/P2 incidents for all Ricoh Customers for which remote access can be gained & provide a timeline of events to assist in the development of the Post Incident Report

To be successful in this role:

A Successful Candidate would have:

• Experience with Ricoh hardware, software products and solutions or relevant industry experience.
• Experience in IT Help Desk Support and associated administration.
• Experience in cloud computing such as Azure, Amazon, and other cloud technologies.
• Excellent call logging and communication skills (both written and verbal).
• Ability to transfer knowledge between team members.
• Be a fast learner – ability to pick up new technologies “on the fly”, have a professional work ethic (be self-motivated), and a demonstrated ability to respond professionally to customer enquiries.
• Ability to work on a roster-based schedule.
• Available to work on a 24/7 roster if required.
• Previous Technical support experience and A+ troubleshooting skills. Working knowledge of Microsoft Desktop & Server (Windows) Operating Systems & Mac OSX.
• Hands-on hardware experience with printers, multifunction devices, etc.
• Relevant industry certifications & 2 years of experience in application support.
• Demonstrate a working knowledge of Internet and Networking concepts, protocols, and hardware.
• ITIL v3/4 (required) and IT qualifications -will be highly regarded (i.e., CCNA, MCSA, IT degree/diploma) or relevant industry experience.

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type

Permanent