{"id":3095856,"url":"https://alion.io/job/ricoh-it-customer-support-technician-deskside-support","title":"IT Customer Support Technician - Deskside Support","company":{"id":50295,"name":"Ricoh","domain":"ricoh.com","url":"https://alion.io/company/ricoh-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":96,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":550},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-22T15:14:36Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-03T17:33:43Z","board_verified":false,"closed_at":"2026-11-03T17:33:43Z","days_open":12,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":12},"description":"About Ricoh\nA 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.\nAt 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.\nFind your place. Transform your future\nOur 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.\nPeople transform when they Love What They Do\nThis 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.\nWhen 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.\nWhat you will be doing\nThe 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.\nProvide face-to-face technical support for end users.\nDiagnose and resolve hardware, software, operating system, and connectivity issues.\nSupport Windows and macOS devices within the corporate environment.\nTroubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other peripherals.\nSupport mobile devices including iPhones and corporate applications.\nProvide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.\nAssist users with authentication, MFA, password and account-related issues.\nSupport printing, network connectivity, VPN and shared resource access.\nProvide support for meeting rooms, screens and audio-visual equipment.\nBuild, configure and deploy laptops and other end-user devices.\nSupport new starter, mover, and leaver activity.\nCarry out device replacements, refreshes, and hardware swaps.\nDiagnose hardware faults and coordinate repairs where required.\nMaintain accurate asset, and device information.\nSupport stock control for laptops, accessories, and peripheral equipment.\nTake ownership of incidents and service requests from initial contact through to resolution.\nEnsure tickets are accurately categorised, updated and progressed within agreed SLA targets.\nProvide clear and regular communication to users throughout the lifecycle of a ticket.\nEscalate issues appropriately when additional technical expertise is required.\nIdentify recurring issues and highlight potential service improvements.\nMaintain accurate resolution notes and technical documentation.\nDeliver a professional and approachable onsite IT support service.\nProvide clear explanations to users without unnecessary technical jargon.\nTake ownership of issues and avoid unnecessary hand-offs.\nProvide additional support to VIP and senior users where required.\nManage user expectations and communicate delays or dependencies clearly.\nSupport a positive and collaborative relationship between IT and the wider business.\nCarry out regular checks of meeting rooms and shared technology.\nSupport planned technology deployments, upgrades, and office changes.\nAssist with software installations and operating system updates.\nWork closely with Service Desk, Infrastructure, Security and other technical teams.\nContribute to knowledge articles, support documentation and standard operating procedures.\nIdentify opportunities to reduce repeat incidents and improve first-time resolution.\nYou will ideally have\nTechnical Skills & Experience\nThe successful candidate should have experience supporting a corporate IT environment and a good working knowledge of:\nWindows 10/11\nmacOS\nMicrosoft 365\nMicrosoft Outlook and Teams\nActive Directory / Entra ID\nMicrosoft Intune\nMFA and Microsoft Authenticator\nLaptop and desktop hardware troubleshooting\nMobile device support\nPrinters and peripherals\nMeeting room / AV technology\nVPN and basic network troubleshooting\nITSM ticketing systems such as ServiceNow or Freshservice\nDevice deployment, build, and refresh processes\nAsset and stock management\nExperience supporting both Windows and Apple environments is essential.\nPersonal Skills\nStrong customer service skills.\nConfident communicating with users at all levels.\nAble to troubleshoot logically and methodically.\nTakes ownership and follows issues through to resolution.\nAble to prioritise workload in a busy support environment.\nAble to work independently, manage their own workload and make appropriate decisions without supervision.\nEqually comfortable working as part of a wider support team, sharing knowledge, supporting colleagues, and collaborating to resolve issues.\nStrong attention to detail.\nProactive approach to identifying and resolving recurring issues.\nProfessional and calm when dealing with high-impact or urgent issues.\nIn return for your commitment, you can expect\nAt Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.\nLove to Connect\nYou become part of a global community built on openness, inclusion and genuine collaboration.\nAcross 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.\nLove to Grow\nYour 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.\nLove to Give Back\nPurpose 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.\nLove to Succeed\nSuccess 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.\nWe are an equal opportunities employer\n\nWe 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.\nReady to love what you do? 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