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.
Manages on-site hardware & consumables inventory.
Manages printer procurement as required by the customer.
Manages printer hot swap inventory.
Documents and reports all fleet meter reads.
Maintains printer fleet tools/databases.
Qualifications (Education, Experience, and Certifications)
High School Diploma (or equivalent) with additional education preferred
IT Help Desk Support experience (application & hardware support)
Requires valid, violation-free driver's license along with reliable transportation and minimum levels of auto insurance coverage per Company policy
Technical Training & Certifications: HP Certifications
Knowledge, Skills, and Abilities
Requires strong communication skills and customer service experience. The qualified applicant must, above all else, have the ability to assist end users in all types of situations with a positive and helpful attitude.
Printer industry certifications must be acquired.
Working Conditions, Mental and Physical Demands
Typically an office environment with adequate lighting, ventilation, and normal range of temperature and noise.
Work assignments vary. Must be able to interpret, comprehend, apply and disseminate complex material, data, and instruction.
Physical effort required. Work requires walking, standing bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. Moderate dexterity and the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Environment may be fast paced and stressful.