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Application Support Specialist

2 months ago

Alexandria, Australia Ricoh Imaging Europe Full time
Job Title: Application Support Engineer

Are you a skilled technical professional looking for a challenging role in a dynamic environment?

About the Role

We are seeking an experienced Application Support Engineer to join our team at Ricoh Imaging Europe. As a key member of our support team, you will be responsible for providing high-quality technical support to our customers, ensuring their satisfaction and loyalty to our brand.

Key Responsibilities
  • Liaise with customers to resolve technical issues, providing timely and effective solutions to maintain high levels of customer satisfaction.
  • Collaborate with internal teams to ensure seamless delivery of customer requirements, adhering to Service Level Agreements (SLAs).
  • Contribute to the development of tools and processes to improve incident management and service assurance processes.
  • Participate in team goals and targets, demonstrating a proactive and collaborative approach.
  • Provide expert technical support for critical escalations, demonstrating in-depth knowledge and expertise.
  • Act as a liaison between the Application Support Team and other departments to deliver customer requirements.
  • Contribute to the design and implementation of proactive maintenance and updates for customer solutions, adhering to Change Management processes.
  • Participate in Situation Management meetings during major customer outages.
  • Assist in identifying and developing tools and processes for continuous improvement of incident management and service assurance processes.
  • Support the definition and execution of Change Management processes.
  • Provide priority support for P1/P2 incidents, providing timely and accurate updates to customers.
Requirements
  • Experience with Ricoh hardware, software products, and solutions or relevant industry experience.
  • IT Help Desk Support experience and associated administration.
  • Experience in cloud computing, such as Azure, Amazon, and other cloud technologies.
  • Excellent communication and call logging skills.
  • Ability to transfer knowledge between team members.
  • Fast learner with a professional work ethic and ability to respond professionally to customer inquiries.
  • Ability to work on a roster-based schedule and be available for 24/7 support if required.
  • Previous Technical support experience and A+ troubleshooting skills.
  • Working knowledge of Microsoft Desktop & Server (Windows) Operating Systems & Mac OSX.
  • Hands-on hardware experience with printers, multifunction devices, etc.
  • Relevant industry certifications and 2 years of experience in application support.
  • Demonstrate a working knowledge of Internet and Networking concepts, protocols, and hardware.
  • ITIL v3/4 and IT qualifications, such as CCNA, MCSA, or IT degree/diploma, will be highly regarded.
What We Offer
  • Paid Parental Leave
  • Purchased Leave Scheme
  • Participation in our RedE recognition program
  • Free income protection cover
  • Wellness program
  • Novated leasing