IT Customer Support Technician - Deskside Support

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

The Deskside Support Engineer function is responsible for providing high-quality, hands-on IT support to users, resolving incidents and service requests face-to-face. The role requires strong technical capability, excellent customer service, and clear ownership of issues through to resolution. The role requires the support of end-user devices, applications, peripherals, meeting room technology, and workplace IT services, while working closely with the wider Service Desk and Technical Teams.

• Provide face-to-face technical support for end users.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Support Windows and macOS devices within the corporate environment.
• Troubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other peripherals.
• Support mobile devices including iPhones and corporate applications.
• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Assist users with authentication, MFA, password and account-related issues.
• Support printing, network connectivity, VPN and shared resource access.
• Provide support for meeting rooms, screens and audio-visual equipment.
• Build, configure and deploy laptops and other end-user devices.

• Support new starter, mover, and leaver activity.
• Carry out device replacements, refreshes, and hardware swaps.
• Diagnose hardware faults and coordinate repairs where required.
• Maintain accurate asset, and device information.
• Support stock control for laptops, accessories, and peripheral equipment.
• Take ownership of incidents and service requests from initial contact through to resolution.

• Ensure tickets are accurately categorised, updated and progressed within agreed SLA targets.
• Provide clear and regular communication to users throughout the lifecycle of a ticket.
• Escalate issues appropriately when additional technical expertise is required.
• Identify recurring issues and highlight potential service improvements.
• Maintain accurate resolution notes and technical documentation.
• Deliver a professional and approachable onsite IT support service.

• Provide clear explanations to users without unnecessary technical jargon.
• Take ownership of issues and avoid unnecessary hand-offs.
• Provide additional support to VIP and senior users where required.
• Manage user expectations and communicate delays or dependencies clearly.
• Support a positive and collaborative relationship between IT and the wider business.

• Carry out regular checks of meeting rooms and shared technology.
• Support planned technology deployments, upgrades, and office changes.
• Assist with software installations and operating system updates.
• Work closely with Service Desk, Infrastructure, Security and other technical teams.
• Contribute to knowledge articles, support documentation and standard operating procedures.
• Identify opportunities to reduce repeat incidents and improve first-time resolution.

You will ideally have

Technical Skills & Experience

The successful candidate should have experience supporting a corporate IT environment and a good working knowledge of:

• Windows 10/11
• macOS
• Microsoft 365
• Microsoft Outlook and Teams
• Active Directory / Entra ID
• Microsoft Intune
• MFA and Microsoft Authenticator
• Laptop and desktop hardware troubleshooting
• Mobile device support
• Printers and peripherals
• Meeting room / AV technology
• VPN and basic network troubleshooting
• ITSM ticketing systems such as ServiceNow or Freshservice
• Device deployment, build, and refresh processes
• Asset and stock management

Experience supporting both Windows and Apple environments is essential.

Personal Skills

• Strong customer service skills.
• Confident communicating with users at all levels.
• Able to troubleshoot logically and methodically.
• Takes ownership and follows issues through to resolution.
• Able to prioritise workload in a busy support environment.
• Able to work independently, manage their own workload and make appropriate decisions without supervision.
• Equally comfortable working as part of a wider support team, sharing knowledge, supporting colleagues, and collaborating to resolve issues.
• Strong attention to detail.
• Proactive approach to identifying and resolving recurring issues.
• Professional and calm when dealing with high-impact or urgent 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.

Ready to love what you do? Apply now and help us shape what comes next.