Print Support Specialist Jobs

(#23-01332)
We want you to join our customer centric team whose passion it is to Empower Digital workplaces!
At Ricoh, we aren’t satisfied with keeping pace with today’s 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, a time off purchase program, 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 is responsible for delivery of temporary on-site services to a variety of accounts in the Calgary area.
Responsibilties
Provide back up coverage support, which may include one or more of the following services:

• Deliver levels of service (as defined in customer SLA) and work closely with customer’s Level-I Help Desk;
• Basic training support for end user requests;
• Provide support for the Service Delivery Manager;
• 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;
• Fix printer related issues and/or escalate to appropriate Ricoh channels;
• Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh;
• Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings, and ability to engage the appropriate resources;
• Other duties as assigned by manager.
• The management of Ricoh incident tickets assigned through the customer’s service ticketing system. Which could include, first response trouble shooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details;
• Consumables monitoring and management;
• First response service troubleshoot for print related issues for staffed locations;
• Fleet and services management: consumables inventory monitoring and management, escalation support, common print room management;
• Understanding the Service Level Agreement;
• Supporting the execution of new installs, removals, relocations and disposals (IMAC-D), in absence of the Service Delivery Specialist/Service Delivery Manager;
• 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;

Qualifications (Education, Experience And Certifications)

• IT industry based certification is an asset
• Minimum of 1 year experience in roles with similar responsibility, scope or skills, including customer service experience

Knowledge, Skills And Abilities

• Ability to work independently, or as part of a team and take initiative to improve the customer experience
• Ability to multitask in a fast paced operation and prioritize objectives
• Strong attention to detail
• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
• Working knowledge of scanning, networking and printing technologies
• Ability to assess situations and act with a high level of urgency
• Proficient in MS Office applications with demonstrated Excel skills. Visio and SharePoint an asset
• Effective planning, organizational and time management skills

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.