IT-Field Engineer

2 weeks ago

Cleveland OH, United States Atriyo LLC Full time

Job Title: IT Field Engineer

o Administer Technology-oriented issues escalated by the on-site Business unit. Issues are captured in a Service-Now ticket queue for this team to resolve.

o Troubleshooting user account access for existing team members.

o Troubleshooting select application system issues and working with level 2 technical support groups to resolve issues that cannot be resolved by self.

o Familiarity with AWS workspaces or virtual machines a plus.

o Technical aptitude to perform time trials on application latency and slow-down issues to support level 2 testing and support questions.

o Technical aptitude to learn and support user applications.

Python, C++, Java) or scripting (javascript) preferred.

o Provide technical assistance to user community for workstations, desktop applications and scanning equipment.

Manager will review resumes and be seeking o Technical specialist capabilities - beyond just MS-Office skill-sets. Experienced Technical Service Desk skills or formal MIS degrees preferred

Dress code is o Relaxed Business Casual. Report to 5575 Venture Drive Unit D, Parma, OH 44130 and parking is free on site


4-year college degree or equivalent experience in a related field.
• CompTIA CTT+ Certification within 12 months of hire.
• CompTIA Virtual CTT+ Certification within 18 months of hire.
• Requires advanced computer/connectivity competencies.
• Requires a valid state driver’s license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business. • Possesses ability to perform job duties and prioritize work without direct supervision.
• Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks.
• Requires proficient use of Microsoft Office computer programs.
• Shift timings***

Job Type: Temp to Engage

Wallet Share (Volume Building and Lead generation)

Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high volume units as part of standard installation fees and maintenance contracts. May develop and deliver a variety of customized training depending upon customer’s need, e.g., customized training plan, feature application training, software training, etc., Follows-up with customers on feedback received from provided training, to ensure complete customer satisfaction. Follows-up with customers who are printing at less than 30% of Total Document Volume, to assist them in optimizing use of company products and applications. Trains customers on Ricoh devices and designated Solutions as specified in Policy, associated Playbook and other documented guidelines.

Visits current customers with low volume in an effort to increase total document volume.
Registers customers for company website and informs them about process for requesting service and supplies.
Identifies potential sales leads for Sales and Network Service departments.
Accounts for all time and activity by recording information in the Activity Tracking system.
Performs pre-sales related activities such as, customer demos, site surveys, etc. Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.
Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.
Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained. Schedules training based account priority and territory to limit travel and improve efficiency.
Identifies and targets customers that have under-utilized Ricoh equipment/ systems.
Works closely with Ricoh sales partners to maximize equipment leads, upgrade opportunities, supply sales and sales of Ricoh services.
Completes all required administrative tasks in an accurate and timely manner.
Travel to other areas within region to help with large installs as needed and approved by Area Director

Proactively seeks ways to improve Ricoh equipment/ systems performance that results in greater customer satisfaction with Ricoh.
4-year college degree or equivalent experience in a related field.
• CompTIA CTT+ Certification within 12 months of hire.
• CompTIA Virtual CTT+ Certification within 18 months of hire.
• Requires advanced computer/connectivity competencies.
• Requires a valid state driver’s license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business. • Possesses ability to perform job duties and prioritize work without direct supervision.
• Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks.
• Requires proficient use of Microsoft Office computer programs.
• Help Desk/Service Desk

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