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- Tasks: Provide top-notch customer support and maintain IT services at client sites.
- Company: Join Ricoh, a global tech leader transforming communications with innovative solutions.
- Benefits: Enjoy a competitive salary, pension, and great benefits while working in a dynamic environment.
- Why this job: Make a real difference by enhancing customer satisfaction and supporting cutting-edge technology.
- Qualifications: Experience in IT support, strong communication skills, and a customer-focused mindset.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 28800 - 42000 £ per year.
Change your job, change your workplace, change your future…
If your skills, experience, and qualifications match those in this job overview, do not delay your application.
We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Technician
Located: Nottingham/Derby
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.
Find out more about Ricoh Today
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 to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
* Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
* Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
* To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
* Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
* Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
* Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
* Maximise revenue by identifying potential business, ITS and professional service opportunities, whilst 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
General
* ITIL – Foundation or the 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
* Communicate effectively with 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.
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.
Click here to learn more about life at Ricoh
Customer Support Technician employer: Ricoh
Contact Detail:
Ricoh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Technician
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ricoh. Understand their values, products, and culture. This will help you tailor your answers and show that you're genuinely interested in being part of their 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 role of Customer Support Technician and be ready to share specific examples from your past experiences.
✨Tip Number 3
Show off your customer service skills! Since this role is all about providing excellent support, think of ways to demonstrate your customer focus during the interview. Share stories where you went above and beyond to help a customer.
✨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 that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Customer Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Technician role. Highlight relevant experience and skills that match the job description, like your IT support background or customer service expertise. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your experience aligns with our needs. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills: Since this role involves tech support, don’t forget to showcase your technical skills in your application. Mention specific software, hardware, or network support experiences that demonstrate your capability to handle the tasks outlined in the job description.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at Ricoh!
How to prepare for a job interview at Ricoh
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills related to desktop and laptop configurations, as well as software support. Be ready to discuss specific examples of how you've tackled similar issues in the past.
✨Customer Service is Key
Ricoh places a strong emphasis on customer satisfaction, so prepare to share experiences where you’ve gone above and beyond for a client. Think about how you can demonstrate your strong customer focus during the interview.
✨Familiarise Yourself with ITIL Practices
Since the role requires adherence to ITIL best practices, it’s a good idea to review these principles. Be prepared to explain how you’ve applied them in previous roles or how you would implement them in this position.
✨Showcase Your Problem-Solving Skills
Think of scenarios where you had to troubleshoot issues under pressure. Highlight your methodical approach and attention to detail, as these traits are crucial for meeting service priorities and ensuring minimal disruption.
