IT Support Technician Apprentice

Ricoh; Northampton; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A global technology firm is seeking an IT Support Technician Apprentice in Northampton. You'll provide remote support for customer incidents, using various tools to enhance customer satisfaction. Ideal candidates possess strong communication and problem-solving skills, along with a good level of IT literacy. This position offers flexible hybrid working options and a competitive salary plus benefits.

Benefits

Competitive salary

Bonus

Excellent company benefits

Qualifications

• Good telephone manner.
• Desirable customer handling skills.
• Effective written communication skills.
• Strong problem-solving skills.
• Negotiation skills are a plus.
• Good level of IT literacy.
• Ability to work under pressure.

Responsibilities

• Provide remote support and resolution for customer incidents.
• Work as part of the Remote Assist Team delivering technical assistance.
• Use Remote Assist Tools to resolve customer issues.
• Articulate technical resolutions to customers.
• Innovate ways to remotely resolve customer incidents.
• Maintain database integrity and adhere to company policies.

Skills

Good telephone manner

Customer handling skills

Written communication skills

Problem solving skills

Negotiation skills

IT literacy

Ability to work under pressure

Job description

Overview

Role: IT Support Technician Apprentice

Location: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)

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 organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today

What you will be doing

Proving remote support and resolution for customer incidents whilst achieving company and European targets, including:

• Providing outstanding customer service to both external and internal customers through responding appropriately by:
• Working as part of the Remote Assist Team providing remote technical assistance and resolutions to external customers achieving targets set by the Remote Assist Team Leader
• Use of Remote Assist Tools including but not limited to (i) Device Operating System Emulation Tool (ii) Device Remote Access Tools (iii) Relevant knowledge bases
• Articulate technical resolutions to customers to avoid a field visit.
• Developing technical resolution & communication skills through self and company led training.
• Constantly innovating ways to remotely resolve customer incidents.
• Promotion of Company initiatives as requested in order to enhance customer satisfaction and Company performance.
• Maintains database integrity by ensuring verification of customer information and file maintenance.
• Adhere to company policies and procedures, whether organisational or tasks related.

You will ideally have

• Good telephone manner
• Good customer handling skills desirable
• Written communication skills to enable effective communication with internal and external contacts
• Problem solving skills
• Negotiation skills
• Good level of IT literacy
• Able to work under pressure

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.

Click here to learn more about life at Ricoh.