Ricoh Americas Corporation Applications Administrator in Pennington, New Jersey

POSITION PROFILE 

Responsible for the daily operation and support of one or more Ricoh installed applications within a customer's location. Functions as the point of contact for end user support as well as the primary administrator for application integrity and maintenance. Manages reporting and achieving application effectiveness and contracted Service Level Agreements. Coordinates support activities according to customer's and Ricoh's IT Statement of Work. Communicates effectively with customer's IT administration and end users in planning and issue resolution. Creates and maintains updated process documentation and operating procedures documentation. Escalates any unresolved issues and assures resolution and follows up for completion. 

JOB DUTIES AND RESPONSIBILITIES 


Support of end users including training, system authentication, and access rights per customer policy (Papercut Application) 


Daily support of installed applications including manufacturer recommended updates and maintenance 


Maintains accurate log for all customer support requests and application administration activities 


Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship 


Develops and maintains reports as requested by Ricoh and Statement of Work 


Maintains up to date issue resolution activities via the customer's service request system 


Maintains up to date site procedures guide pertaining to applications supported 


Responsible for adhering to all manufacturer recommended training and certification requirements 


Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner 


Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation 


Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution 


Interacts with escalation support team for problem resolution 


Participates in monthly, quarterly, and annual customer reviews 


Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution  

 

QUALIFICATIONS (Education, Experience, and Certifications) 


Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required 


Minimum of 1-3 years of related work experience including a demonstrated track record of success 


Proficiency in MS Office Suite required  * MCSE or MCITP certification preferred * ITIL Certification preferred  * Experience in Printing, Scanning, and Fax Technology and Support is preferred. (Rightfax, Globalscan, Equitrac)

Experienced in Printing, Scanning and Fax Technology and Support. Ricoh Applications such as Rightfax, Globalscan, Equitrac.