IT Field Support

IT Field Support

Parma, OH, United States, 44130

Pay Rate: USD$29.47/hr on w2

SUMMARY

This position will provide production support with the expanding services of existing Print & Mail clients.

This position will also provide administrator help for client migration to the new ecommerce platform.

The hiring managers are looking for application/software support skills.

Knowledge of infrastructure like networking, active directory etc. is helpful in application support but not the focus of an application administrator.

Experience with ServiceNow/ticketing systems is good, but they would also like to see candidates with experience supporting an enterprise application or with the coding and scripting knowledge (bash, powershell, javascript, python or other scripting languages) to support them.

• 4-year college degree or equivalent experience in a related field.
• Requires advanced computer/connectivity competencies.
• Possesses strong written and verbal communication skills.
• Possesses self-motivation, strong organizational skills and strong interpersonal skills.
• Requires Time Management
• Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks.
• Possesses methodical approach to identifying problems and developing solutions.
• Requires proficient use of Microsoft Office computer programs.
• Possesses excellent customer service skills including ability to present new concepts and follow-up to ensure approved concepts are implemented and maintained

REQUIREMENTS

• 4-year college degree or equivalent experience in a related field.
• CompTIA CTT+ Certification within 12 months of hire.
• CompTIA Virtual CTT+ Certification within 18 months of hire.
• Requires advanced computer/connectivity competencies.
• Requires a valid state driver s license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
• Possesses strong written and verbal communication skills.
• Possesses self-motivation, strong organizational skills and strong interpersonal skills.
• Possesses ability to perform job duties and prioritize work without direct supervision.
• Requires time and territory management skills.
• Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks.
• Possesses methodical approach to identifying problems and developing solutions.
• Requires proficient use of Microsoft Office computer programs.
• Possesses excellent customer service skills including ability to present new concepts and follow-up to ensure approved concepts are implemented and maintained.

RESPONSIBILITIES

May develop and deliver a variety of customized training depending upon customer s need, e.g., customized training plan, feature application training, software training, etc., Follows-up with customers on feedback received from provided training, to ensure complete customer satisfaction. Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation, interpersonal and communication skills.

• Works with Service management to ensure proper request procedures are followed.
• Accounts for all time and activity by recording information in the Activity Tracking system.
• Presents a professional image in business dress and behavior.
• Performs other duties as assigned. Demonstrates expertise and provides specialist services
• Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.
• Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained. Manages Territory
• Responsible for managing own time and schedule
• Schedules training-based account priority and territory to limit travel and improve efficiency.
• Identifies and targets customers that have under-utilized Ricoh equipment/ systems.
• Works closely with Ricoh sales partners to maximize equipment leads, upgrade opportunities, supply sales and sales of Ricoh services.
• Develops and executes monthly plan that meets or exceeds minimum on-site customer trainings and TDV visits.
• Maintains and manages all activities that result in meeting or exceeding minimum volume growth expectations.
• Completes all required administrative tasks in an accurate and timely manner.
• Proactively seeks ways to improve Ricoh equipment/ systems performance that results in greater customer satisfaction with Ricoh.
• Acts as a communication link on unresolved technical problems/issues.
• Maintains productive, professional relationship with all customers and Ricoh personnel.