Print Support Specialist

The Print Support Specialist will assist with the delivery of Ricoh Managed Document Services which includes managing business document output devices (printers and fax machines) at customer locations remotely with a focus on optimization and user satisfaction while minimizing costs. The Print Support Specialist is responsible for working with the customer and third-party service provider 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.

DUTIES & RESPONSIBILITIES:

• Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work and occasional on-site presence at a named customer site or Ricoh location, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh.
• Troubleshoot and assist with all printer hardware related issues (e.g. device settings and basic end-user correctable problems).
• Fix hardware related issues remotely and create tickets in Customer's service ticketing system (ServiceNow) for third party service provider (BFG) when additional help is required.
• Determine root cause of non-printer related issues and escalate issues to appropriate customer IT or Ricoh technical group.
• 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.
• Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk and Level-III IT support to monitor and manage all related issues and escalations.
• Conduct training sessions with end-users where required to ensure the highest level of user adoption and maximize usage of the installed technology.
• Ensure a working knowledge of all Ricoh vertical solutions, products and (RightFax, Equitrac, Autostore) offerings.
• Management of incoming toner order incident tickets in Customer's service ticketing system (ServiceNow).
• Ensure a working knowledge of the ATR (Automatic Toner Replenishment) system and make sure it is enabled on 98% of the fleet to minimize manual toner orders.
• Ongoing management of new installs, removals, relocations, and disposals.
• Manage daily service replacement notifications from third party service provider (BFG) and ensure appropriate information is submitted to the contract biller for updates in our database (Baan) as well as work with various customer contacts to ensure information is updated in the customer's database (ServiceNow).
• Administration of SLNX & @remote (Ricoh's remote monitoring software) servers.
• Provide Support for the Service Delivery Manager
• Perform other duties as assigned

EDUCATION:

• Industry related training and recognized certifications (tech or sales related, eg. CDIA+)
• Post-secondary (undergraduate, tech degree, diploma or certificates)
• An IT Industry based certification is beneficial (Microsoft, ITIL, A+, N+, PDI+ etc.)

EXPERIENCE:

• Minimum 2 years' experience in roles with similar responsibility, scope or skills
• Previous service, support, technical or operational experience with customers

SKILLS:

• Excellent knowledge of copying, printing, scanning, and faxing technologies
• Excellent printer, multi-function printer, multi-function device, and fax knowledge and troubleshooting skills - Ricoh-specific knowledge is preferred but not required (training would be provided).
Excellent communication skills with proven ability to conduct professional business communications, both verbal and written
• - ability to build rapport with end-users
• Basic proficiency in all MS Office applications with demonstrated Excel skills
• Visio knowledge a plus
• Knowledge of multiple Microsoft operating systems (XP, 7, 8, 8.1)
• BAAN and ServiceNow expertise is an asset
• General networking knowledge

OTHER:

• French/English Bilingual an asset
• Ability to provide error free work within tight deadlines with strong time management skills
• Core Performance Competencies: Excellent troubleshooting and analytical problem solving skills, client/customer awareness, good team player, good planning and organizational skills, strong personal work ethic, great integrity, ability to maintain confidentiality of information
• Self-directed with the ability to work in a customer environment with minimal supervision
• Ability to work occasional overtime on weekends and weekday evenings
• Prior experience managing mid-to-large scale fleet implementations a plus