Application Support Engineer

4 weeks ago

Eastern Creek, Australia Ricoh Full time

Who Are we?

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

Key Responsibilities

  • Liaise with customers throughout the incident resolution process, including advice of status, solution, and negotiation of closure by maintaining accurate and complete customer records of all incidents including symptoms, actions taken and closure details.
  • Ensure Ricoh maintains high levels of customer satisfaction by efficiently addressing support duties in adherence to Service Level Agreements (SLA’s).
  • Assist in identifying and developing tools and processes required for the continual improvement of the incident management and service assurance process.
  • Participate as part of the team to achieve the team’s goals and targets.
  • Be available and responsible for all customer inquiries pertaining to critical escalations (P1’s & P2’s) as required by the management & demonstrate relevant knowledge required to handle such inquires.
  • Be a direct liaison between the Application Support Team and our Pre-Sales Solutions Specialist, Project & Implementation teams to deliver customer requirements as contractually defined.
  • Be involved in the design of proactive/scheduled maintenance & updates of the installed solutions of our customers whilst adhering to Change Management processes.
  • Participation in Situation Management (SITMAN) meetings during major customer outages that involve Ricoh print solution
  • Assist in identifying and developing tools and processes required for the continual improvement of the incident management and service assurance process
  • Assist in the definition of & execution of Change Management
  • Provide priority support for P1/P2 incidents for all Ricoh Customers for which remote access can be gained & provide a timeline of events to assist in the development of the Post Incident Report

To be successful in this role:

A Successful Candidate would have:

  • Experience with Ricoh hardware, software products and solutions or relevant industry experience.
  • Experience in IT Help Desk Support and associated administration.
  • Experience in cloud computing such as Azure, Amazon, and other cloud technologies.
  • Excellent call logging and communication skills (both written and verbal).
  • Ability to transfer knowledge between team members.
  • Be a fast learner – ability to pick up new technologies “on the fly”, have a professional work ethic (be self-motivated), and a demonstrated ability to respond professionally to customer enquiries.
  • Ability to work on a roster-based schedule.
  • Available to work on a 24/7 roster if required.
  • Previous Technical support experience and A+ troubleshooting skills. Working knowledge of Microsoft Desktop & Server (Windows) Operating Systems & Mac OSX.
  • Hands-on hardware experience with printers, multifunction devices, etc.
  • Relevant industry certifications & 2 years of experience in application support.
  • Demonstrate a working knowledge of Internet and Networking concepts, protocols, and hardware.
  • ITIL v3/4 (required) and IT qualifications -will be highly regarded (i.e., CCNA, MCSA, IT degree/diploma) or relevant industry experience.

What we give back to you?

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

  • Paid Parental Leave
  • Purchased Leave Scheme
  • Participation in our RedE recognition program
  • Free income protection cover
  • Wellness program
  • Novated leasing

Employment Type

Permanent

  • Field Service Engineer

    1 month ago

    Eastern Creek, Australia Smith+Nephew Full time

    Field Service Engineer, NSW Physical well-being is more than just body; it includes our minds and emotions. Smith and Nephew develops technology to break health barriers, empowering people from farmworkers to grandparents to accept limitless possibilities. Our purpose: Life Unlimited. The primary responsibility of the Service Engineer is to deliver...

  • Site Engineer

    3 weeks ago

    Eastern Creek, Australia Hindmarsh Full time

    The opportunityWe are currently seeking a Site Engineer to coordinate site activities on a project. In this role you will assist the Project Manager and site team manage construction site activities.As our newest team member, you'll be responsible for spearheading a variety of activities that will ensure the success of our construction projects.You'll be...

  • Transmission Line Asset Strategist

    3 weeks ago

    Eastern Creek, Australia TransGrid Full time

    High performing, diverse, inclusive, and supportive team Proudly making a difference with the transition to renewable energy Based in Sydney – Ultimo or Eastern Creek with hybrid work arrangements Competitive salary and benefits Award winning and Family Friendly organisation The Opportunity This is an exciting opportunity for a motivated...

  • Software Engineer

    4 weeks ago

    Eastern Creek, Australia Aluminium Specialties Group Pty Ltd Full time

    Competitive remuneration package with a range of benefits.Opportunities for professional development.Work for a Private Company which has looked after its employees for over 45 years. This is a great opportunity for you to join an established, successful and respected industry leader.  About Us... Established in 1974, Alspec are the market leaders in...

  • Software Engineer

    4 weeks ago

    Eastern Creek, Australia Aluminium Specialties Group Pty Ltd Full time

    Eastern Creek, SydneyCompetitive remuneration package with a range of benefits.Opportunities for professional development.Work for a Private Company which has looked after its employees for over 45 years.This is a great opportunity for you to join an established, successful and respected industry leader. About Us...Established in 1974, Alspec are the...

  • Applications Specialist

    5 days ago

    Eastern Creek, Australia Bright Food Asia Pacific Pty Ltd Full time

    **Introduction**: Bright Food Asia Pacific are a private company that produces, imports, markets and distributes food. The company employs in excess of 1,300 people, operates in Australia, New Zealand and China with its head office located in Sydney. **Description**: We have an exciting opportunity for an enthusiastic and self-motivated Application...

  • Engine Reconditioner

    2 months ago

    Slacks Creek, Australia UMR Engines Full time

    Are you an experienced machinist/engine assembler? UMR Engines has a full-time position available for you! You will have experience in: - Machining - bore and honing, milling block decks, con rod restoration, etc. - Using a Sunnen rod hone, semi-automatic hydraulic cylinder hone, and Rottler air float - boring bar is an advantage.- Cylinder Head...

  • Engine Reconditioner

    2 months ago

    Slacks Creek, Australia UMR Engines Full time

    Are you an experienced machinist/engine assembler? UMR Engines has a full-time position available for you! You will have experience in: - Machining - bore and honing, milling block decks, con rod restoration, etc. - Using a Sunnen rod hone, semi-automatic hydraulic cylinder hone, and Rottler air float - boring bar is an advantage.- All reconditioning...

  • Senior Project Engineer

    4 weeks ago

    Eastern Suburbs, Australia UGL Full time

    We work on challenging and exciting projects that shape the way we evolve, adapt and transform the industries we work in. We rally together, drawing on the diverse skills across our teams and create environments where great ideas are heard. UGL Defence has recently commenced an Asset Management, Operations and Maintenance contract for the Defence Fuels...

  • Senior Project Engineer

    2 days ago

    Eastern Suburbs, Australia UGL Full time

    We work on challenging and exciting projects that shape the way we evolve, adapt and transform the industries we work in. We rally together, drawing on the diverse skills across our teams and create environments where great ideas are heard. UGL Defence has recently commenced an Asset Management, Operations and Maintenance contract for the Defence Fuels...

  • Desktop Support Analyst

    2 weeks ago

    Eastern Creek, Australia CDC Data Centres Full time

    **About us**: Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities. Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale...

  • Administration Support

    2 months ago

    Eastern Creek, Australia Kuehne+Nagel Full time

    Join our team in Eastern Creek as an Administration All Rounder! - ** Your Role **:As the Administration Support you will be providing administrative support to one of our Contract Managers for one of our biggest account where you will assist in providing day to day customer service and administrative support. This role will be based in our Eastern Creek...

  • Customer Support Administrator

    1 month ago

    Eastern Creek, Australia Just Automotive Recruitment Full time

    Competitive Base - Eastern Creek, NSW - Full-time role **Customer Support Administrator - Eastern Creek, NSW** - Competitive Base - Eastern Creek, NSW - Full-time role **About the company** Sydney’s most innovative and trusted commercial body repairer. A well-established, family-owned company specializing in Truck & Trailer smash repair. **About the...

  • Environmental Business Partner

    4 days ago

    Eastern Creek, Australia TransGrid Full time

    High performing, diverse, inclusive, and supportive team - Proudly making a difference with the transition to renewable energy - Location is flexible We have an amazing opportunity available for Environmental Business partner to join our team on our EnergyConnect project. EnergyConnect is a new energy infrastructure project that will enable greater sharing...

  • Apprenticeship in Heavy Commercial Diesel

    2 weeks ago

    Eastern Creek, Australia Ai Group Apprentice and Trainee Centre Full time

    Gain a Certificate III in Heavy Commercial Vehicle Mechanical Tech - Begin your apprenticeship working with industry leaders - All training fees and PPE paid for Ai Group Apprentice & Trainee Centre have a vacancy for an **Apprentice - Certificate III Heavy Commercial Diesel Mechanical Technology **with **Aggreko**. Aggreko is the global leader in...

  • Apprenticeship in Heavy Commercial Diesel

    2 weeks ago

    Eastern Creek, Australia Ai Group Apprentice and Trainee Centre Full time

    Gain a Certificate III in Heavy Commercial Vehicle Mechanical Tech - Begin your apprenticeship working with industry leaders - All training fees and PPE paid for Ai Group Apprentice & Trainee Centre have a vacancy for an **Apprentice - Certificate III Heavy Commercial Diesel Mechanical Technology **with **Aggreko**. Aggreko is the global leader in...

  • IT Support Engineer I, Operations Technology Solutions

    4 weeks ago

    Kemps Creek, Australia Amazon Commercial Services Pty Ltd Full time

    Our IT Support Engineer in Amazon's Operations teams take care of the various IT systems at the heart of our operational sites. As an IT Support Engineer, you’ll work at a logistics site alongside colleagues, remote support teams and the business to offer a crucial IT support function. Our team approaches work as seeing no job as too small and no challenge...

  • Asset Engineer

    4 weeks ago

    Eastern Suburbs, Australia UGL Full time

    We work on challenging and exciting projects that shape the way we evolve, adapt and transform the industries we work in. We rally together, drawing on the diverse skills across our teams and create environments where great ideas are heard. UGL Defence has been awarded and recently commenced an Asset Management, Operations and Maintenance contract for the...

  • IT Support Engineer I, Operations Technology Solutions

    4 weeks ago

    Kemps Creek, Australia Amazon Full time

    DESCRIPTIONOur IT Support Engineer in Amazon's Operations teams take care of the various IT systems at the heart of our operational sites. As an IT Support Engineer, you’ll work at a logistics site alongside colleagues, remote support teams and the business to offer a crucial IT support function. Our team approaches work as seeing no job as too small and...

  • Electrical Services Specialist

    2 days ago

    Eastern Creek, Australia CDC Data Centres Full time

    **About the role**: We are looking for an Electrical Services Specialist to support our Electrical Services Lead in establishing standards and maintaining processes for all electrical sub-systems across the CDC portfolio. The incumbent will also support electrical procedural quality assurance, capacity management across ANZ sites and coordination of...