Senior Support Engineer

2 weeks ago

Auckland, Auckland, New Zealand Ricoh Full time

Help Desk & IT Support (Information & Communication Technology)

Lead, mentor and innovate as a Senior Support Engineer

Ricoh is seeking a seasoned Senior Support Engineer (L3) to be the technical lead of our Managed Delivery Team (MDT) in the Auckland CBD office. In this exciting role, you will play a crucial part in shaping the future of our IT support services by mentoring and growing our L1 and L2 engineers, ensuring the seamless resolution of complex incidents, and bridging the gap between our MDT and Professional Services teams.

As the Senior Support Engineer, you will drive technical excellence, manage priority tickets, and participate in continuous improvement initiatives that enhance our customers' IT environments. Your proactive and innovative approach will help reduce the break-fix burden on our Professional Services team, allowing them to focus more on project and consulting activities.

If you're passionate about leadership, problem-solving, and making a tangible impact in the IT world, this role is for you.

About you

You will exemplify a commitment to continuous improvement by recommending system and process enhancements while consistently developing your technical, professional, and interpersonal skills. You should have 2-3 years of experience in managing and delivering infrastructure support and operational excellence, coupled with solid knowledge of networking and Microsoft products.

Skills you will possess

  • Communication Skills: Exhibit excellent written and verbal communication abilities, crucial for effective interaction with clients and team members
  • Customer Service: Provide high-level customer service, ensuring customer satisfaction and fostering strong relationships.
  • Technical Proficiency: Demonstrate advanced computer literacy, with a deep understanding of systems, software, and hardware.
  • Motivation and Drive: Maintain high energy levels, enthusiasm, and a proactive attitude to achieve both Ricoh NZ's and your personal objectives.
  • Client Understanding: Show the ability and willingness to understand clients' business systems and IT requirements, tailoring solutions to meet their needs.
  • Continuous Improvement: Focus on continuous improvement by suggesting changes to systems and processes, and actively developing your technical, professional, and interpersonal skills.
  • Service Efficiency: Drive efficiency in service delivery by utilizing the Shift Left methodology, focusing on reducing ticket volume and implementing more secure service methods.
  • Service Handover: Participate in and enhance the service handover process from Projects and Service Onboarding, ensuring seamless transitions and high-quality service delivery.

About us

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

  • Incentives, team celebrations and awards
  • Recognition for the work you do

Ricoh is an equal opportunities employer. If you have access needs and need support with your application or wish to chat about this role you are welcome to email Katherine Bellerby, People & Culture Manager on [email protected] or apply now

Imagine. Change.

Join the Ricoh team today

Your application will include the following questions:

Which of the following statements best describes your right to work in New Zealand?

How many years' experience do you have as a support engineer?

Do you have customer service experience?

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