Global AV Support Technician – 2nd/3rd Line

Ricoh Poland; Warszawa; On-site; PLN 90,000 - 140,000; Full time

Job summary

Ricoh Poland is seeking an experienced Audio-Visual Support Technician to provide 2nd and 3rd line technical help for AV hardware and software, and to manage incidents from initial assignment through resolution.

You will work with ServiceNow, analyze trends, and collaborate with Customer Success Managers and engineers to ensure high-quality service delivery. Strong English and customer-facing skills are essential.

Qualifications

• Experience providing technical support for Audio-Visual systems.
• Previous experience in a Service Desk or Technical Support role (L2/L3).
• Good understanding of ITIL processes and working within SLA-driven environments.
• Solid knowledge of audio and video equipment, Digital Signage, and Video Teleconferencing (VTC) technologies.
• Strong troubleshooting and problem-solving skills.
• Experience working with ticketing systems.
• Good English communication skills, both written and spoken.
• Strong customer service and interpersonal skills with the ability to build positive relationships.
• Ability to work independently, manage priorities, and organize workload effectively.

Responsibilities

• 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.

Skills

Audio-Visual support

Service Desk experience

ITIL processes

Audio/Video equipment knowledge

VTC technologies

Ticketing systems

English communication

Tools

ServiceNow

Job description

Ricoh Poland is seeking an experienced Audio-Visual Support Technician to provide 2nd and 3rd line technical help for AV hardware and software, and to manage incidents from initial assignment through resolution.

You will work with ServiceNow, analyze trends, and collaborate with Customer Success Managers and engineers to ensure high-quality service delivery. Strong English and customer-facing skills are essential.