This is an outstanding opportunity to join Ricoh as a Tier 2 Support Engineer Team Leader based at our new high-tech Auckland Head Office. This position would suit a Senior Level 2 Engineer looking to transition into a coordinator/leadership role which will challenge you but also reward you at the same time, while giving you the opportunity to develop your IT and customer service skills.
More about the Role…
You will work in a Service Desk environment where we support our external customers by resolving their IT challenges remotely, with onsite support as needed. We cover network, hardware, software and VoIP.
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.
Support the Tier 2 Support Engineers, measuring against team KPI's.
Manage team roster and onsite support requirements.
Provide training and mentorship to the Support Engineers and Response Engineers as required.
Host weekly team stand-up meetings and join customer meetings as required.
Your skills, attributes and experience…
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.
Able to absorb new technology quickly.
Legal entitlement to work in NZ long term.
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!
Great team culture!
Growth and development to progress in your IT career!
Recognition for the work you do!
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