Customer Support Technician

What you will be doing

The 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 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

• 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
• Excellent communication skills at all levels within the customer and organisation
• Ability 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.
• Methodical with attention to detail but prepared to meet customer expectations.

You become part of a global community built on openness, inclusion and genuine collaboration.

Across teams, countries and roles, you'll find people who listen, involve and encourage you—helping you feel valued and able to be yourself every day.

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future‑ready in a changing world.

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition— including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.