IT Customer Support Technician - Digital Workspace Services

Ricoh Electronics - London, OH

Full-time - Entry Level

Hybrid - London, OH

10,001+ employees

Machinery Manufacturing

About the position

The IT Customer Support Technician - Digital Workspace Services role at Ricoh involves delivering exceptional customer service and technical support for IT services at designated customer sites. The technician will be responsible for operational tasks including server, desktop, laptop support, and ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs). The position requires a proactive approach to problem-solving and a commitment to maintaining high customer satisfaction levels, contributing to contract retention and renewal.

Responsibilities

• Deliver exceptional customer service aligned with Ricoh's business requirements.
• Undertake day-to-day operational work including server, desktop, laptop, patching, LAN, printer, and software support.
• Ensure incidents, service requests, project work, and site maintenance are effectively supported to minimize disruption.
• Follow processes, policies, and procedures in line with contractual agreements and ITIL best practices.
• Comply with ISMS, Health & Safety, and Quality requirements on customer sites.
• Escalate issues to the Service Delivery Manager or Service Operations Manager as necessary.
• Schedule and undertake minor changes, incidents, and project work to meet service levels.
• Identify potential business opportunities while performing daily duties.

Requirements

• Proven experience in the build and configuration of standard desktop/laptop technology.
• Experience providing software support and installation services across various applications and operating systems.
• Experience providing hardware break-fix services in standard desktop/laptop environments.
• Experience providing network support services in standard network environments.
• Knowledge of Mac hardware and operating systems (Big Sur/Monterey/Ventura) and Jamf for Apple Device Management.
• Proficiency in Windows 10/11, Active Directory/Group Policy, Microsoft Office 365, and SharePoint.
• Knowledge of industry-leading switches and wireless networks, including Fibre.
• Ability to diagnose issues in laptops and desktop PCs.
• General ITIL knowledge or relevant on-the-job experience.
• Strong organizational skills and ability to prioritize tasks effectively.
• Excellent communication skills with a strong customer focus.

Nice-to-haves

• Experience working in a client-facing environment.
• Familiarity with customer-specific equipment such as tablets, scanners, servers, and NAS.

Benefits

• Company car or car allowance
• Gym membership
• Retirement plan
• Flexible and hybrid working options
• Competitive holiday entitlement
• Special leave for volunteering
• Additional holiday purchase scheme
• Wellbeing schemes including Employee Assistance Programme
• Financial protection and life cover
• Medical protection
• Travel and retail discounts
• Career development and lifelong learning opportunities