• Responds to escalated incidents from Level 1 support (phone, voicemail, email) promptly and professionally. • Evaluates incidents and provides technical assistance using appropriate documentation. Takes full ownership of escalated issues and documents technical inquiries accurately. • Maintains detailed and accurate entries for all issues and activities within SNOW, KCS, Five9, or other incident management systems, with emphasis on resolution details. • Independently conducts tests in a controlled lab environment to duplicate and resolve issues. • Utilizes lab equipment and virtual/remote tools for troubleshooting; restores equipment to proper condition after use. • Provides specialist-level support for incidents that cannot be resolved by Level 1. • Investigates and coordinates resolution and recovery actions for assigned incidents. • Performs billable customer work following Ricoh’s defined service order process. • Demonstrates knowledge of networking, databases, basic scripting, security, and business processes. • Acts as subject-matter expert across at least three Professional or IT Services disciplines (Workflow, Cloud, Print Management, Behavior Modification, Capture, EDM, IT, Networking, Telephony, server-based fax, etc.). • May assist with installing Ricoh and third-party software solutions in customer environments. • Develops hardware/software or product-specific technical service solutions for escalated incidents of wider scope. • Assists in creating and updating internal documentation. • Reviews and stays current with technical information for all supported products. • Supports Sr. Incident Analysts in developing and conducting training for all support tiers. • Creates, manages, and updates internal and global knowledgebase content. • Maintains laptop and other assigned company equipment. • Installs and maintains current software on assigned workstation. • Understands customer support requirements and can recommend billable services as needed. • Uses diagnostic tools, schematics, and product documentation to assess and resolve software failures. • Interfaces with customer IT departments to resolve issues. • Maintains technical certifications and completes necessary product/solution training. • Diagnoses and resolves application, software/hardware, and connectivity issues, sometimes requiring coordination with on-site resources. • Collaborates with Customer Services to ensure issue resolution and customer satisfaction. • Responsible for ongoing professional development and required training. • Performs daily administration of Professional and/or IT Services systems of record. • Performs other duties as assigned.