Customer Support Technician (Deskside Mac OS)

Vastbouw; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company is seeking a Customer Support Technician (Deskside MacOS) in Central London. The role involves providing deskside support for hardware and software, ensuring customer satisfaction through effective troubleshooting and communication. Candidates should possess strong technical knowledge, particularly in Mac OS and related tools, and be able to work under pressure while maintaining high service standards.

Benefits

Competitive holiday entitlement

Flexible retirement plan

Wellbeing schemes

Company car / car allowance

Qualifications

• Excellent problem-solving skills and ability to follow instructions.
• Strong communication skills at all levels.
• Ability to work under pressure and deliver high customer satisfaction.

Responsibilities

• Provide deskside support for hardware and software issues.
• Manage incidents and service requests in the ITSM tool.
• Deliver support for IT infrastructure including Wi-Fi and LAN access.

Skills

Problem-solving

Communication

Technical troubleshooting

Customer focus

Organizational skills

Tools

Mac OS Big Sur/Monterey/Ventura

Jamf – Apple Device Management

Windows 10/11

Active Directory/Group Policy

Microsoft Office 365

Job description

Change your job, change your workplace, change your future...

We are actively building diverse teams and welcome applications from everyone

Role: Customer Support Technician (Deskside MacOS)
Located: Central London
Package: Competitive salary, bonus, plus additional 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.

The primary function is deskside 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 organization’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
• To provide event support (remote, on premise, and in 3rd party locations)

You will ideally have

• Excellent problem-solving skills and the ability to follow instructions. To comprehend format and “jargon” within written technical information in the form of technical manuals and bulletins and relevant publications
• Possesses excellent communication skills at all levels within the customer and organization
• Possesses ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction
• Ability to understand user requirements relating to the customers IT infrastructure.
• Possesses ability to make decisions independently and use good judgment when others should be involved.
• Good organizer, priority driven, and able to multitask to meet service priorities.
• Methodical with attention to detail but prepared to meet customer expectations.
• Communicate effectively with good customer focus.

Technical Knowledge

• Mac Hardware
• Mac OS Big Sur/Monterey/Ventura
• Jamf – Apple Device Management
• 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

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible

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 to our values.

Be part of something bigger

Our approach to sustainability touches every part of our organisation: 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 ofglobal sustainability accreditations . You can read more about our work toward the UN's 17 Sustainable Development Goalshere .

We are an equal opportunities employer

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.