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Role:
Customer Support Technician Located:
London Package:
Competitive salary, plus bonus and excellent company 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. What you will be doing: Undertake day-to-day operational work (including server/desktop/laptop/patching/LAN/printer/software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work, and site maintenance work are effectively supported. Ensure that excellent levels of customer service are provided to meet customer requirements, maintaining high customer satisfaction which contributes to contract retention and renewal. Follow all processes, policies, and procedures in line with contractual agreements, completing documentation accordingly to deliver an excellent level of service in line with ITIL best practices. Comply with Ricoh and customer ISMS, Health & Safety, and Quality requirements on customer sites to protect data, quality of work, and the safety and well-being of all employees. Escalate any service issues to the Service Delivery Manager/Service Operations Manager that will not meet respective service/project delivery targets. Ensure Minor Change, Incidents, and any Work Package or Project work are scheduled/undertaken to meet all agreed timescales and service levels. Maximize revenue by identifying potential business, ITS, and professional service opportunities while carrying out day-to-day duties. You will ideally have: Technical: Proven experience of the build and configuration of standard desktop/laptop technology. Experience of providing software support and installation services across a range of industry-standard applications and operating systems. Experience of providing hardware break-fix services across standard desktop/laptop environments. Experience of providing network support services across standard network environments including:
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, such as Tablets, Scanners, Servers, NAS.
General: ITIL - Foundation or appropriate on-the-job experience. Good organizer, priority-driven, and able to multi-task to meet service priorities. Methodical with attention to detail but prepared to meet customer expectations. Effective communicator with a strong customer focus. Experience of working in a client-facing environment. We are an equal opportunities employer. 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.
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Customer Support Technician Located:
London Package:
Competitive salary, plus bonus and excellent company 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. What you will be doing: Undertake day-to-day operational work (including server/desktop/laptop/patching/LAN/printer/software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work, and site maintenance work are effectively supported. Ensure that excellent levels of customer service are provided to meet customer requirements, maintaining high customer satisfaction which contributes to contract retention and renewal. Follow all processes, policies, and procedures in line with contractual agreements, completing documentation accordingly to deliver an excellent level of service in line with ITIL best practices. Comply with Ricoh and customer ISMS, Health & Safety, and Quality requirements on customer sites to protect data, quality of work, and the safety and well-being of all employees. Escalate any service issues to the Service Delivery Manager/Service Operations Manager that will not meet respective service/project delivery targets. Ensure Minor Change, Incidents, and any Work Package or Project work are scheduled/undertaken to meet all agreed timescales and service levels. Maximize revenue by identifying potential business, ITS, and professional service opportunities while carrying out day-to-day duties. You will ideally have: Technical: Proven experience of the build and configuration of standard desktop/laptop technology. Experience of providing software support and installation services across a range of industry-standard applications and operating systems. Experience of providing hardware break-fix services across standard desktop/laptop environments. Experience of providing network support services across standard network environments including:
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, such as Tablets, Scanners, Servers, NAS.
General: ITIL - Foundation or appropriate on-the-job experience. Good organizer, priority-driven, and able to multi-task to meet service priorities. Methodical with attention to detail but prepared to meet customer expectations. Effective communicator with a strong customer focus. Experience of working in a client-facing environment. We are an equal opportunities employer. 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.
#J-18808-Ljbffr
