Customer Support Technician

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People Transform When They Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

The primary function is desk side support to the customer’s end users. This encompasses Hardware, Software and system administration. Defined as 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 i.e., access, shared resources, configuration, software installations, intranet and internet access, document management, hardware break fix and smart hands.

• 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. Collecting leaver equipment and updating Configuration Management Database and the fulfilment of disposal requests.
• 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.