Software Specialist I, Incident Management

$26.35 - $30.00 per hour Specialist I, Incident Management POSITION PROFILE Responsible for the post-sales support of Ricoh Professional and IT based solutions which include capture, workflow, print management and other Ricoh portfolio-based software solutions. Provides telephone "hotline" and web-based, remote, break/fix technical support for software solutions to dealers, field technicians, VARs, OEMs and/or end user customers. Responsible for understanding software requirements and delivering highly effective solutions to resolve customer Incidents. Provides expertise in resolving software/application problems requiring remote customer support and for interfacing with vendors or engineering to isolate and solve technical issues on software solutions. The Software Incident Analyst masters a broad range of solutions/enablers and is considered a subject matter expert in three or more Professional or IT Services disciplines. The incident analyst will also replicate caller's software failure or situation in a virtual test laboratory to aid in the diagnosis and ultimately walk the customer through the resolution procedures. JOB DUTIES AND RESPONSIBILITIES Responds to escalated incidents from Level 1 support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Further evaluates the caller's incident and provides technical assistance utilizing the appropriate support information and documentation. Assumes full ownership of escalated incidents. Analyzes and do