Customer Support Technician

Change your job, change your workplace, change your future... We are actively building diverse teams and welcome applications from everyone Role: Customer Support Technician Located: London (WC2R 2ND) Shift Pattern: 37.5 hours per week on a shared rota between the hours of 8:00 and 18:00 Package: Competitive Salary with excellent benefits About 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 Today What you will be doing The primary function is deskside 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 organization’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 services * Contribute 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 activities * To create, review and update Knowledge Base articles and local site documentation, processes, and procedures * To provide technical troubleshooting under the guidance of 3rd line resolver groups for technologies such as Infrastructure devices, Network devices, and Communication Services * To 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 requests * To 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 solutions * To provide event support (remote, on premise, and in 3rd party locations) We are an equal opportunities employer You will ideally have * Excellent 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 publications * Possesses excellent communication skills at all levels within the customer and organization * Possesses ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction * Ability to understand user requirements relating to the customers IT infrastructure. * Possesses ability to make decisions independently and use good judgment when others should be involved. * ITIL Foundation – Desirable. * Good organizer, priority driven, and able to multitask to meet service priorities. * Methodical with attention to detail but prepared to meet customer expectations. * Communicate effectively with good customer focus. Technical Knowledge * Mac Hardware * Mac OS Big Sur/Monterey/Ventura * Jamf – Apple Device Management * Windows 10/11 * Active Directory/Group Policy * Microsoft Office 365 * SharePoint/Collaboration toolsets * Windows Deployment Service * Knowledge of Industry leading switches and wireless networks, including Fibre. * Laptop and Desktop PC diagnosis. * Customer specific equipment, for example Tablets, Scanners, Servers, NAS We 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