Help Desk Engineer

Job Description & Responsibilities:

• Respond to customer support requests.
• Maintain professional customer service to clients.
• Providing Tier I level support of Ricoh products and services, including but not limited to:
• Operating system functionality
• Software installation and troubleshooting
• VoIP configuration and support
• E-mail configuration and support
• Mobile Device Management
• Malware/virus detection and removal
• Workstation and peripheral diagnostics and support
• Single user network access and troubleshooting
• Escalate customer issues through the proper channels.
• Open and manage cases according to defined severities and case priorities
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
• Keep open communication on all issues until resolved or turned over to another resource.
• Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
• Attend ongoing training sessions in core areas of the business.