Customer Support Technician - Field Based (UK)

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

Located: Mold, Flintshire

Package: Competitive salary, plus bonus and excellent company 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 organizations to become more productive, sustainable, and profitable.

Responsibilities:

• 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 minimize impact and disruption on IT services.
• Ensure excellent levels of customer service are provided to meet customers’ requirements and maintain high customer satisfaction, contributing to contract retention and renewal.
• Follow all processes, policies, and procedures in line with contractual agreements and complete documentation accordingly to deliver an excellent level of service to the customer in line with ITIL best practices.
• Comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer sites to protect data, quality of work, and safety and well-being of all employees.
• Escalate to the Service Delivery Manager/Service Operations Manager any issues with services provided by Ricoh that will not meet respective service/project delivery targets.
• Complete 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.
• Maximize revenue by identifying potential business, ITS, and professional service opportunities while carrying out day-to-day duties.

You will ideally have:

• 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, including 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.
• ITIL - Foundation or 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.
• Effective communicator with strong customer focus.
• Experience of working in a client-facing environment.

In return for your commitment, you can expect:

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

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.

Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees, and society.

For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned with our values.

Be part of something bigger. Our approach to sustainability touches every part of our organization: from manufacturing to distribution, business sites to recycling, and how we support our customers. By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations.

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 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.