Global AV Service Desk Technician

Vastbouw; Warszawa; Hybride; PLN 100 000 - 145 000; Plein temps

Résumé du poste

Ricoh is seeking an AV Support Engineer to deliver 2nd and 3rd line technical support for Audio-Visual hardware and software. You will manage incidents in ServiceNow from assignment to resolution, classify and resolve them in line with SLAs, and perform remote diagnostics.

Join a global team and collaborate with Customer Success and Field Service Engineers to ensure high-quality service, proactive issue prevention, and precise documentation of technical updates.

Qualifications

• Proven experience providing technical support for AV systems.
• Experience in AV service desks or video conferencing support roles.
• Strong troubleshooting and customer-service orientation.
• Good knowledge of ITIL processes and SLA environments.

Responsabilités

• Provide 2nd and 3rd line technical support for AV hardware and software.
• Manage incidents and service requests in ServiceNow end-to-end.
• Classify, prioritize, and resolve incidents per SLAs and KPIs.
• Perform remote monitoring, troubleshooting and diagnostics of AV systems.
• Document troubleshooting steps, resolutions and updates in the ticketing system.
• Monitor queues and ensure timely resolution of incidents.
• Analyze incident trends and identify proactive prevention opportunities.
• Collaborate with Customer Success, Onboarding Consultants and Field Service Engineers.

Connaissances

AV systems knowledge

AV support experience

ITIL processes

English communication

Customer service

Troubleshooting

Independent work

Outils

ServiceNow

Video conferencing systems

AV infrastructure

MS Teams Rooms

Zoom Rooms

Cisco TelePresence

Crestron

Extron

Logitech

Biamp

Description du poste

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

• Provide 2nd and 3rd line technical support for Audio-Visual hardware and software solutions.
• Manage incidents and service requests in ServiceNow from initial assignment through to end-to-end resolution.
• Classify, prioritize, and resolve incidents in line with agreed SLAs and KPIs.
• Perform remote monitoring, troubleshooting, and diagnostics of AV systems.
• Document troubleshooting activities, resolutions, and technical updates in the ticketing system.
• Monitor ticket queues and ensure timely resolution of assigned incidents.
• Analyze incident trends and identify opportunities for proactive issue prevention.
• Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.

You will ideally have

• Proven experience providing technical support for Audio-Visual (AV) systems.
• Previous experience in an AV Support Engineer, AV Service Desk or Video Conferencing Support role.
• Strong practical experience supporting and troubleshooting conference room technologies, video conferencing systems, and AV infrastructure.
• Good understanding of ITIL processes, Incident Management, and working within SLA-driven environments.
• Experience working with ticketing systems, ideally ServiceNow.
• Solid knowledge of audio and video equipment and AV technologies.
• Knowledge of Digital Signage and Video Teleconferencing (VTC) solutions.
• Experience with technologies such as Microsoft Teams Rooms, Zoom Rooms, Cisco TelePresence, Crestron, Extron, Logitech, and Biamp is highly desirable.
• Strong troubleshooting and problem-solving skills with the ability to independently diagnose and resolve technical issues.
• Good English communication skills, both written and spoken.
• Strong customer service mindset and excellent interpersonal skills.
• Ability to build positive relationships with customers, internal teams, Field Service Engineers, and external vendors.
• Ability to work independently, manage priorities, and organize workload effectively.
• Strong attention to detail, particularly when documenting incidents and maintaining technical records.
• Analytical mindset with the ability to identify trends, connect information from multiple sources, and proactively address recurring issues.

In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.

Love to Connect

You become part of a global community built on openness, inclusion and genuine collaboration.
Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.

Love to Grow

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.

Love to Give Back

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer

We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.