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Print Equipment First Responder - Technical Support Tuesday - Saturday

POSITION PROFILE
Responsible for the daily support of site specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.
JOB DUTIES AND RESPONSIBILITIES
Daily support of network and workstation printers
Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary
Keeps the customer up to date on the progress of problem resolution
Provides end users with detailed remote access knowledge and documents complete trouble shooting information
Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager
Responsible for on-site hardware & consumables inventory
Responsible for printer procurement as required by the customer
Responsible for printer hot swap inventory
Documents and reports all fleet meter reads
Maintains printer fleet tools/databases
QUALIFICATIONS (Education, Experience, and Certifications)
Typically requires:
High School Diploma (or equivalent) with additional education preferred
IT Help Desk Support experience (application & hardware support)
Technical Training & Certifications: HP Certifications
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.



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