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Role: IT Support Technician Apprentice Located: NorthamptonContract Type: 24 Months Fixed Term ContractPackage: Competitive salary plus bonus, pay progression plan and excellent company benefits

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today

What you will be doing

Proving remote support and resolution for customer incidents whilst achieving company and European targets, including:

Providing outstanding customer service to both external and internal customers through responding appropriately by:
Working as part of the ‘Remote Assist Team’ providing remote technical assistance and resolutions to external customers achieving targets set by the Remote Assist Team Leader
Use of Remote Assist 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.
Developing technical resolution & communication skills through self and company led training.
Constantly innovating ways to remotely resolve customer incidents.
Promotion of Company initiatives as requested in order to enhance customer satisfaction and Company performance.
Maintains database integrity by ensuring verification of customer information and file maintenance.
Adhere to company policies and procedures, whether organisational or tasks related.

You will ideally have

Good telephone manner
Good customer handling skills desirable
Written communication skills to enable effective communication with internal and external contacts
Problem solving skills
Negotiation skills
Good level of IT literacy
Ability to work under pressure

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. 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.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.

Ricoh

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