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Ricoh

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide.

Senior Solutions Integrator

BilingualBilingualFull TimeRemoteSeniorTeam 10,001

Location

Canada

Posted

1 day ago

Salary

C$90K - C$100K / year

Seniority

Senior

No structured requirement data.

Job Description

Senior Solutions Integrator

Ricoh

Role Description L'Intégrateur de solutions principal est un poste en contact direct avec la clientèle, chargé de fournir un soutien technique avancé pour les solutions Ricoh à travers les canaux de vente directe et de distribution. La responsabilité principale consiste à assurer la stabilité, la performance et l'amélioration continue des solutions déployées. Ce poste exige une expertise approfondie des solutions assignées et une grande capacité à dépanner des environnements complexes. L'Intégrateur de solutions principal devra également collaborer étroitement avec les équipes de mise en œuvre afin d'assurer une transition harmonieuse entre la livraison et le soutien après-vente. Responsibilities - Responsable de la prise en charge autonome des solutions prédéfinies et personnalisées, sans nécessiter de supervision de la part des membres de l'équipe. - Agir comme le Responsable technique au sein du service d'assistance, en coordonnant la résolution des incidents complexes et en gérant les escalades impliquant plusieurs ressources. - Gérer et résoudre de manière indépendante les cas d'assistance de complexité moyenne à élevée, tout en contribuant à la gestion des incidents à grande échelle au sein d'une équipe plus large. - Collaborer avec les équipes de mise en œuvre et les parties prenantes du projet pour comprendre la conception de la solution, les configurations et les environnements clients. - Effectuer une analyse détaillée des problèmes et de leurs causes profondes, en recueillant des informations techniques et relatives aux processus métier auprès des principales parties prenantes du client. - Produire et tenir à jour la documentation de soutien, notamment les guides de dépannage, les enregistrements des erreurs connues, les rapports d'analyse des causes profondes et les articles de la base de connaissances. - Appliquer les meilleures pratiques pour diagnostiquer et résoudre les problèmes liés aux logiciels, aux intégrations, aux configurations et aux performances du système. - Assurer la coordination du soutien en cas d'incidents, en gérant le périmètre, les tâches de résolution et les échéanciers. - Veiller à ce que les activités de soutien respectent les niveaux de service, les délais et les normes de qualité définis. - Fournir des ajustements de configuration, des correctifs et des optimisations pour les environnements clients complexes tout en maintenant l’orientation client. - Fournir un mentorat et des conseils aux membres débutants de l'équipe de soutien technique. - Établir et entretenir des relations de travail solides avec les clients, les partenaires et les équipes internes. - Organiser des sessions d'assistance aux utilisateurs ou des transferts de connaissances afin d'améliorer l'expérience utilisateur, l'adoption et de réduire les incidents récurrents. - Animer ou participer aux séances d'analyse post-incident, en documentant les enseignements tirés et en identifiant les pistes d'amélioration. - Fournir un retour d'information structuré aux équipes de livraison et de soutien afin d'améliorer la qualité des solutions et la disponibilité du soutien. - Collaborer avec les groupes de soutien de Ricoh Corporate et les fournisseurs partenaires dans un effort de coopération pour résoudre les problèmes liés aux produits et améliorer les performances des solutions. - Maintenir un haut niveau de professionnalisme dans toutes les interactions avec la clientèle, renforçant ainsi la réputation de Ricoh Canada Inc. - Agir comme point d'escalade pour le service d'assistance produit, en fournissant une assistance de niveau expert sur les problèmes complexes. - Collaborer de manière transversale pour améliorer les performances du produit et la mise en œuvre globale de la solution. - Contribuez au processus d'amélioration continue en collaborant avec les équipes de gestion des livraisons, de gestion des produits, d'ingénierie et de soutien, en fournissant des commentaires et des recommandations aux clients. - Soutien aux activités de prévente. - D’autres tâches, telles qu’assignées par son superviseur. Qualifications - Expérience minimale de 5 ans dans un poste de soutien technique ou de mise en œuvre de solutions pour des environnements orientés client dans le domaine des solutions de gestion de documents et/ou de contenu (par exemple, DocuWare, Laserfiche). - Études postsecondaires (diplôme, certificat ou attestation dans un domaine technique). - Bonnes connaissances des produits Microsoft Office, y compris Visio. - Connaissances pratiques de : - HTML / CSS - Microsoft .NET Framework - JavaScript - Microsoft SQL - Les certifications du secteur informatique sont un atout (par exemple, Microsoft, CompTIA CDIA+ ou équivalent). - Une formation ITIL ou en gestion des services est considérée comme un atout. - Solide compréhension requise : - Serveurs d’application - Réseaux - Système d'exploitation - Architecture technique - Virtualisation Knowledge, Skills & Abilities - Expérience avérée dans la gestion d'environnements de soutien complexes, la gestion des priorités et la garantie d'un haut niveau de satisfaction client. - Excellentes compétences en communication orale et écrite, avec la capacité de communiquer efficacement avec des publics techniques et non techniques. - Anglais et français requis. - Capacité à travailler de manière autonome et en équipe tout en améliorant de manière proactive l'expérience client. - Capacité à gérer plusieurs demandes d'assistance simultanées et leurs priorités. - Solides compétences en planification, organisation et gestion du temps. - Excellentes compétences interpersonnelles et de travail en équipe. - Solides capacités d'analyse et de résolution de problèmes. - Capacité démontrée de leadership et de mentorat au sein d'un environnement de soutien. - Des déplacements occasionnels peuvent être nécessaires en fonction des besoins de l'entreprise (généralement moins fréquents que pour les postes liés à la mise en œuvre).

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