At a Glance
- Tasks: Provide desk-side IT support and manage incidents for end-users.
- Company: Join Ricoh UK, a global leader in innovative technology solutions.
- Benefits: Enjoy flexible working, competitive holidays, and wellbeing schemes.
- Other info: Inclusive culture with career development and lifelong learning opportunities.
- Why this job: Make a real difference by solving tech issues and supporting users.
- Qualifications: Strong problem-solving skills and a passion for customer service.
The predicted salary is between 36000 - 60000 € per year.
Location: Central London WC2R 2ND
Package: Competitive salary, pension, and benefits.
Role Overview
Provide desk‑side IT support to end‑users, including hardware, software, and system administration. Manage incidents, service requests, and escalations, and contribute to major incident response and knowledge base creation.
Key Responsibilities
- Act on incidents and service requests in the ITSM tool.
- Own end‑to‑end incident and queue management, including 3rd‑party ticketing and desk moves.
- Engage escalation policies to meet contractual SLAs.
- Support major incident and emergency response at client sites.
- Deliver smart‑hands troubleshooting for infrastructure, network, and communication devices.
- Identify and promote shift‑left opportunities.
- Create, review, and update Knowledge Base articles and local site documentation.
- Manage hardware asset inventory, stock control, and audit.
- Support on‑site infrastructure: Wi‑Fi, LAN, voice, video, meeting systems, and integration with MS Teams, Cisco Webex, Zoom.
Qualifications & Skills
- Excellent problem‑solving and instructional skills.
- Strong communication at all organizational levels.
- Ability to understand user requirements and IT infrastructure.
- Independent decision making with good judgment.
- ITIL Foundation (desirable).
- Methodical, detail‑oriented, customer‑focused.
Technical Knowledge
- Mac hardware, Jamf Apple Device Management.
- Windows 10/11, Active Directory / Group Policy.
- Microsoft Office 365.
- Windows Deployment Service.
- Knowledge of industry‑leading switches, wireless, and fibre networks.
- Laptop and desktop PC diagnosis.
- Customer equipment such as tablets, scanners, servers, NAS.
Benefits
- Flexible and hybrid working.
- Inclusive workplace culture.
- Competitive holiday entitlement and special leave.
- Flexible retirement plan.
- Wellbeing schemes: Employee Assistance Programme, financial protection, life cover, medical protection, gym, travel and retail discounts.
- Company car / allowance, cycle‑to‑work scheme.
- Career development and lifelong learning opportunities.
- Opportunity to join a global company.
Equal Opportunities
Ricoh is an equal opportunities employer and welcomes applications from all backgrounds. We are open to discussing adjustments to the recruitment process to accommodate needs. No applicant or employee will be treated less favourably on the basis of protected characteristics such as sex, sexual orientation, age, disability, gender reassignment, trade union membership, marriage and civil partnership, pregnancy and maternity, race or religion or belief.
Customer Support Technician in City of London employer: Ricoh UK
Ricoh UK is an exceptional employer located in the vibrant heart of Central London, offering a dynamic work environment that fosters inclusivity and innovation. With competitive salaries, flexible working arrangements, and a strong focus on employee wellbeing and career development, Ricoh empowers its staff to thrive both personally and professionally. Join a global leader where your contributions are valued, and you can grow alongside a diverse team dedicated to delivering top-notch IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Technician in City of London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ricoh. Understand their values, culture, and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills match the job description, especially around problem-solving and customer support. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your tech skills! Since this role involves IT support, be ready to discuss your experience with Mac hardware, Windows systems, and any relevant tools like Active Directory. Share specific examples of how you've tackled tech issues in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Customer Support Technician in City of London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Technician role. Highlight your relevant experience with IT support, problem-solving skills, and any specific technical knowledge that matches the job description.
Show Off Your Communication Skills:Since strong communication is key in this role, don’t forget to showcase your ability to explain technical concepts clearly. Use examples from your past experiences where you successfully communicated with users at different levels.
Be Detail-Oriented:Pay attention to the details in your application. Ensure there are no typos or errors, and that your formatting is consistent. This reflects your methodical approach, which is crucial for a Customer Support Technician.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Ricoh UK
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Mac hardware, Windows 10/11, and Microsoft Office 365. Be ready to discuss how you've tackled technical issues in the past, as this role requires excellent problem-solving skills.
✨Familiarise Yourself with ITIL Practices
Even though ITIL Foundation is desirable, having a basic understanding of ITIL practices can set you apart. Be prepared to talk about how you would manage incidents and service requests effectively using ITSM tools.
✨Show Off Your Communication Skills
This role involves interacting with users at all levels, so practice explaining technical concepts in simple terms. Think of examples where you've successfully communicated with non-technical users to resolve issues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle major incidents or emergencies. Think through potential scenarios you might face and how you would respond, especially regarding escalation policies and maintaining SLAs.
