Customer Support Technician (Deskside Mac OS)

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.

What you will be doing:

• The primary function is deskside support to the customer’s end users. This encompasses Hardware, Software and system administration.
• 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.
• 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).

You will ideally have:

• Excellent problem-solving skills and the ability to follow instructions.
• Possesses 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.
• 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.

In return for your commitment, we can offer you:

• Flexible and hybrid working in line with role requirements.
• An inclusive workplace.
• 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.
• Career development and life-long learning opportunities.

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.