Technical Support Advisor

Salary: £28,800 per year

Change your job, change your workplace, change your future…

We are actively building diverse teams and welcome applications from everyone

Role: Technical Support Advisor

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

Package: To £24,000 plus company bonus and benefits

Flexibility – Happy to talk flexible, remote and hybrid working – flexibility on days/hours

Ricoh is a global technology business, where our ambition is to harness solutions to boost productivity, enable creativity and help people achieve a sense of fulfilment – all while driving innovation.

We are leading the way with an extensive portfolio of products & sophisticated end-to-end solutions that unleash teams’ potential through Digital Workplace solutions, that capture the full value of Cloud & Infrastructure, which create streamlined business processes, that detect, predict & prevent cyber-attacks and which enhance digital experience.

At Ricoh, we ensure that change is positive and that it sparks employee engagement, releases innovation, improves security and drives sustainability.

A new opportunity has been created for a technically-engaged individual to join our Northampton-based team to remotely support and resolve customer incidents whilst achieving company and European targets.

Ricoh UK Core Values

What you will be doing…

• Provide outstanding customer service to both external and internal customers
• Work as part of the ‘Remote Resolution Team’ providing remote technical assistance and resolutions to external customers
• Use of Remote Resolution 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. Including hardware, connectivity, and solutions incidents
• Develop technical resolution & communication skills through self and company led training
• Constantly innovating ways to remotely resolve customer incidents

You will ideally have…

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

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…

What we can offer you:

• An inclusive workplace

• Excellent package: solid basic, strong bonus and company benefits

• Flexible and hybrid working in line with role requirements

• Career development and life-long learning opportunities

• Opportunity to join a global company

Working towards a sustainable future

Our approach to sustainability is to pursue a balance of People, Planet and Prosperity and we’ve incorporated a range of Environmental, Social and Governance (ESG) objectives in our overall business strategy, tackling seven priority issues including Zero-Carbon Society, Circular Economy, Open Innovation and Diversity & Inclusion. We’re also accelerating our energy-saving initiatives and use of renewable energy, as well as providing digital services for new ways of working.

We are an equal opportunities employer

Ricoh UK is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. 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.