L1 Response Engineer

At Ricoh, we innovate through Gemba , own our outcomes , strive to be better every day , and win together with our customers and teams. You'll be supported by experienced specialists, trusted global capabilities, and a culture that values integrity, collaboration, and continuous improvement. This is an outstanding opportunity to join Ricoh as a Tier 1 Response Engineer based at our new high-tech Auckland Head Office. This is a role that will challenge you but also reward you at the same time, while giving you the opportunity to further your IT and customer service skills. About the Role… You will work in a Service Desk environment where we support our external customers by resolving their IT challenges remotely. We cover network, hardware, software and VoIP. This role is part of a team that works on rostered shifts to cover the service desk, so the successful applicant will be able to accommodate working into this roster. Provide a high level of service for all incoming requests from our IT Service's customers. Troubleshoot and respond to incidents/service requests. Resolve as many tickets as possible. Respond to customer requests in a timely and professional manner. Follow our internal process to resolve customer queries. Investigate root cause and recommend solutions. About You… Previous experience in the Managed Service Provider (MSP) environment. Experience within the service desk environment. Microsoft stacks, Network, Hardware, Apple, Remote Desktop Services, Backup and imaging technologies, Anti-Virus technologies, VMware and Hyper-V, ConnectWise and/or Kaseya. Excellent verbal and written communication skills. You are great on the phone and customer centric. Ability to work on rostered shifts. Legal entitlement to work in NZ long term. We offer: What Ricoh can offer? We invest in our employees and encourage a learning environment where you really can make your career what you want it to be. We provide access to learning tools and on the job training to support you, to grow and develop your career! Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad . #J-18808-Ljbffr