Level 2 Support Engineer

Ricoh New Zealand is part of a globally recognised organisation committed to improving the way people work through innovative technology and services. Locally, we support organisations of all sizes with workplace technology, IT services and digital solutions that enhance productivity and drive sustainable outcomes. Our people are at the heart of what we do, working collaboratively to deliver trusted, high‑quality solutions to our customers. We're looking for a customer‑focused Level 2 Support Engineer to deliver high‑quality, second‑line support across our IT Services environment. You'll be a key escalation point for Tier 1, resolving incidents efficiently and helping continuously improve our service experience. What you'll be doing... Provide second‑line technical support for incidents and requests escalated from Tier 1 Diagnose, troubleshoot and resolve issues at first touch wherever possible Act as an escalation point for Tier 1 engineers, providing guidance and technical support Respond to customer calls and emails in a timely, professional manner Manage incidents end‑to‑end, including liaising with higher tiers and third‑party vendors Ensure incidents, requests and resolutions are clearly documented within the ticketing system Contribute to Service Desk improvement initiatives, processes and knowledgebase documentation Support SLA compliance, customer satisfaction, and occasional after‑hours or onsite support About you... Minimum 3 years' experience in a Service Desk or support role within an SMB environment Strong technical knowledge across Microsoft desktop/server, networking and hardware Experience with virtualisation, backup, imaging, AV and remote support technologies Familiarity with tools such as ConnectWise, Kaseya or similar service management platforms Excellent verbal and written communication with a strong customer‑service mindset Analytical, logical problem‑solver able to manage multiple priorities effectively Highly motivated, adaptable and keen to learn new technologies and client environments Full NZ driver's licence and willingness to travel for onsite support when required If you're passionate about technology, thrive in a fast‑paced support environment, and take pride in delivering great customer outcomes, we'd love to hear from you. We offer: About us... At Ricoh, you'll be part of a values‑driven organisation that encourages learning, collaboration and continuous improvement. We offer a supportive team environment, exposure to a wide range of technologies and customers, and opportunities to develop both technically and professionally. If you're passionate about service, enjoy solving problems, and want to make a meaningful impact, Ricoh is a place where you can grow your career while doing work that matters. Imagine. Change. Come and work for Ricoh! #J-18808-Ljbffr