Customer Support Technician

at  Ricoh

TECHNICAL KNOWLEDGE

• Strong knowledge of Microsoft Operating Systems
• Windows 7/8/10; Active Directory; Microsoft Office 365; SharePoint; Microsoft Exchange
• Windows Deployment Service
• Knowledge of Switches and wireless networks
• Laptop and Desktop PC diagnosis and repair
• Customer specific equipment, for example Handheld PDA/Tablets, Scanners, Servers
  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.

• Manage Incidents and Service Requests assigned by the Service Desk or Support Teams
• Enforce request handling and escalation policies and procedures
• Track and analyse trends in support requests and generate statistical and SLA reports in line with contractual agreements and to support ongoing Service Improvements
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary to ensure SLA adherence
• Assist with monitoring incident trends and anticipate potential problems for proactive resolution
• Work with the client and Ricoh resources to manage the Desktop Lifecycle process
• Deliver support for the IT on site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking System