Customer Support Technician

Change your job, change your workplace, change your future...We are actively building diverse teams and welcome applications from everyoneRole: Customer Support TechnicianLocated: Central London WC2R 2NDPackage: Competitive Salary, benefits, PensionAbout Ricoh:Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.Find Out More About Ricoh TodayWhat you will be doingThe primary function is desk side support to the customer’s end users. This encompasses Hardware, Software and system administration. Defined as providing contracted IT support to ensure that the client’s staff are able to do their job in support of their organisation's commercial goals i.e., access, shared resources, configuration, software installations, intranet and internet access, document management, hardware break fix and smart hands.To act upon Incidents and Service Requests assigned to you and your team in the ITSM toolset or equivalent ticketing system. To own end to end Incident and queue management, including 3rd party ticket management as well as requests for additional services hardware /software, system access, configuration, desk moves and setup, and support where IT presence is required.To engage escalation policies and procedures in order to ensure adherence to contractual SLAs.To contribute to Major Incident and emergency response for client site specific servicesContribute to escalated problem resolution by providing smart hands support to the business upon request to assist with restoration of services.To identify opportunities to ‘Shift left’ to allow the Service Desk to perform more complex support activitiesTo create, review and update Knowledge Base articles and local site documentation, processes, and proceduresTo provide technical troubleshooting under the guidance of 3rd line resolver groups for technologies such as Infrastructure devices, Network devices, and Communication ServicesTo be responsible for hardware asset management, stock control and regular audits, including the allocation of new starter equipment and updating Configuration Management Database. Collecting leaver equipment and updating Configuration Management Database and the fulfilment of disposal requestsTo deliver support for the IT on site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems, for audio visual conference calls meetings plus the integration of MS Teams meetings and Cisco Webex, Zoom calls and print solutionsYou will ideally haveExcellent problem-solving skills and the ability to follow instructions. To comprehend format and “jargon” within written technical information in the form of technical manuals and bulletins and relevant publicationsExcellent communication skills at all levels within the customer and organisationAbility to understand user requirements relating to the customers IT infrastructure.Possesses ability to make decisions independently and use good judgement when others should be involved.ITIL Foundation – Desirable.Methodical with attention to detail but prepared to meet customer expectations.Technical KnowledgeMac HardwareJamf – Apple Device ManagementWindows 10/11Active Directory/Group PolicyMicrosoft Office 365Windows Deployment ServiceKnowledge of Industry leading switches and wireless networks, including Fibre.Laptop and Desktop PC diagnosis.Customer specific equipment, for example Tablets, Scanners, Servers, NASWe receive a high volume of applications for our roles, so we encourage you to apply as soon as possibleIn return for your commitment, you can expectWe’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.In return for your commitment, we can offer you: Flexible and hybrid working in line with role requirementsAn inclusive workplaceExcellent package with solid basic, strong bonus and company benefits including:A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase schemeFlexible retirement planWellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.Company car / car allowance (role-specific), cycle to work schemeCareer development and life-long learning opportunitiesOpportunity to join a global companyLife at Ricoh:Ricoh’s Core ValuesOur values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.Be part of something biggerOur approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.We are an equal opportunities employerWe are an equal opportunities employerWe are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.Click here to learn more about life at Ricoh.