Customer Support Technician (Deskside Mac OS)

We are actively building diverse teams and welcome applications from everyone.

Located: Central London

Package: Competitive salary, bonus, plus additional 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.

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.

Responsibilities include:

• Acting upon Incidents and Service Requests assigned to you and your team in the ITSM toolset or equivalent ticketing system.
• Owning 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.
• Engaging escalation policies and procedures in order to ensure adherence to contractual SLAs.
• Contributing to Major Incident and emergency response for client site specific services.
• Contributing to escalated problem resolution by providing smart hands support to the business upon request to assist with restoration of services.
• Identifying opportunities to ‘Shift left’ to allow the Service Desk to perform more complex support activities.
• Creating, reviewing and updating Knowledge Base articles and local site documentation, processes, and procedures.
• Providing technical troubleshooting under the guidance of 3rd line resolver groups for technologies such as Infrastructure devices, Network devices, and Communication Services.
• Being 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.
• Delivering 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.
• Providing event support (remote, on premise, and in 3rd party locations).

You will ideally have:

• Excellent problem-solving skills and the ability to follow instructions.
• Excellent communication skills at all levels within the customer and organization.
• 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.
• Good organizer, priority driven, and able to multitask to meet service priorities.
• Methodical with attention to detail but prepared to meet customer expectations.
• Effective communication 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.

In return for your commitment, we can offer you:

• Excellent 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 scheme.
• Flexible retirement plan.
• Wellbeing 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 scheme.

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.

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.