Customer Support Technician in Reading

Change your job, change your workplace, change your future. We are actively building diverse teams and welcome applications from everyone.

Located: Reading (On Site)

Package: Competitive salary, Pension, 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

• The primary function is desk side support to the customer’s end users, encompassing Hardware, Software and system administration.
• 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.
• 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.
• Engaging escalation policies and procedures to ensure adherence to contractual SLAs.
• Contributing to Major Incident and emergency response for client site specific 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.
• Responsible for hardware asset management, stock control and regular audits, including the allocation of new starter equipment and updating Configuration Management Database.
• Delivering support for the IT on site infrastructure, including Wi‑Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems.

You will ideally have:

• Excellent problem-solving skills and the ability to follow instructions.
• Excellent communication skills at all levels within the customer and organisation.
• Ability to understand user requirements relating to the customers IT infrastructure.
• ITIL Foundation – Desirable.
• Methodical with attention to detail but prepared to meet customer expectations.

Technical Knowledge:

• Windows 10/11
• Active Directory/Group Policy
• Microsoft Office 365
• 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.
• 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.
• Company car / car allowance (role‑specific), cycle to work scheme.
• Career development and life‑long learning opportunities.
• Opportunity to join a global company.

Life at Ricoh

Ricoh’s Core Values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society. We are an equal opportunities employer and are open to discussing adjustments to the recruitment process if needed. Striving for inclusion and diversity isn’t just the right thing to do; diverse approaches, perspectives and experiences make us more innovative and help us better understand the needs of our customers.