Jobs for People with MS: National MS Society

The Print Support Specialist (Field) is responsible for the delivery of temporary on-site services to a variety of accounts in and around the Calgary area.

This is a full-time, permanent position, Monday-Friday.

Responsibilities:

Provide back up coverage support, which may include one or more of the following services:

• 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;

• 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;

• 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;

• First response service troubleshoot for print related issues for staffed locations;

• Fix printer related issues and/or escalate to appropriate Ricoh channels;

• 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;

• 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;

• Fleet and services management: consumables inventory monitoring and management, escalation support, common print room management;

• Consumables monitoring and management;

• Understanding the Service Level Agreement;

• Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings, and ability to engage the appropriate resources;

• Supporting the execution of new installs, removals, relocations and disposals (IMAC-D), in absence of the Service Delivery Specialist/Service Delivery Manager;

• Provide support for the Service Delivery Manager;

• Other duties as assigned by manager.

Qualifications :

• Post Secondary Education (Technical Degree, Diploma or Certificate)

• Minimum of 1 year experience in roles with similar responsibility, scope or skills, including customer service experience

• IT industry based certification is beneficial (Microsoft, Cisco, ITIL, COBIT, etc.) an asset

Skills:

• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications

• Proficient in MS Office applications with demonstrated Excel skills. Visio and SharePoint an asset

• Working knowledge of scanning, networking and printing technologies

• Ability to work independently, or as part of a team and take initiative to improve the customer experience

• Ability to assess situations and act with a high level of urgency

• Ability to multitask in a fast paced operation and prioritize objectives

• Effective planning, organizational and time management skills

• Strong attention to detail

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Select the medical, dental, life, and disability insurance coverage that fits your needs.

• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually.

• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.