Job Overview
Ricoh is seeking a customer-focused IT professional to provide Level 1 and 2 support in a corporate environment. The role involves managing and supporting Windows 11, MacBook, Office 365, Dynamics 365, and both cloud and on-premises infrastructure. Key tools include Microsoft Intune, Autopilot, Endpoint Manager, Entra ID (Azure AD), Active Directory, Fortigate VPN, and Meraki wireless.
Key Responsibilities
1. Act as the first and second point of contact for IT support, ensuring issues and requests are logged, tracked, and resolved within the ITSM platform (e.g., ServiceNow).
2. Own incidents and service requests from triage to resolution and closure, escalating when necessary.
3. Provide deskside and remote support for hardware, software, applications, and network access, focusing on Microsoft technologies.
4. Deploy, configure, and manage end-user devices using Microsoft Intune and Autopilot, in line with the Standard Operating Environment (SOE).
5. Troubleshoot End User Computing devices such as Windows and MacBooks, as well as mobile devices (Android and iOS).
6. Address issues across the Microsoft stack including Identity (Active Directory and Entra ID), Windows 11, Office 365, Teams, SharePoint, and Dynamics 365.
7. Support onboarding and offboarding processes, including provisioning and decommissioning user accounts, devices, and permissions using Entra ID, Active Directory, and Microsoft 365.
8. Assist with connectivity and remote access issues, including VPN (Fortigate), wireless (Meraki), and basic network troubleshooting.
9. Ensure all IT support issues and requests are documented within ticketing systems, including walk-ups.
Requirements for Success
1. Achieve 90%+ utilization of scheduled working hours on productive support activities.
2. Maintain consistent communication and collaboration with end users throughout the incident/request lifecycle.
3. Structure, prioritize, and communicate workload effectively, proactively flagging blockers or changes.
4. Update tickets daily with clear progress notes and adhere to ticket closure procedures.
5. Maintain a First Time Resolution rate of 70% or higher, with proactive communication for escalations.
6. Resolve tickets within an average of under 3 business days, with appropriate urgency.
7. Track assets accurately with minimal discrepancies.