Service Desk Engineer L2

Ricoh prepares your workplace before you start working. We help the working Netherlands by optimizing business processes, adopting hybrid working, and setting up a flexible IT infrastructure. Safe, smart, and sustainable. Our approach is internationally recognized: Ricoh is featured in the Gartner Magic Quadrant, is part of the Global 100 Most Sustainable Companies, and has been named one of Forbes' World's Best Employers.

Working at Ricoh

At Ricoh, you work for an organization in motion. You have control over your own growth path and make a real impact. For customers and for the world around us. We enable people to work easier and smarter, with a focus on what truly matters. You will receive space in your role, your career, and your work-life balance.

Space to grow and be yourself
At Ricoh, it is all about you and your job satisfaction. When you do what suits you, you can achieve your best. That is why we support you in your development and create a work environment in which you can grow and be yourself.

You will receive the trust and the space to share your ideas, approach things differently, and work together with colleagues on better solutions. In an environment where attention is given to growth, collaboration, and responsibility.

Are you looking for a place where you are listened to, where your development is central, and where your work truly matters? Then you will feel at home at Ricoh.

As a Service Desk Engineer L2, you will be responsible for analysing, resolving and preventing complex incidents within customer environments. You will support both functional and technical application-related issues, assist customers and play an active role in monitoring, change management and continuous service improvement.

You will act as an important link between customers, colleagues and technical specialists, helping to deliver excellent customer satisfaction and stable service delivery.

• Independently handle first-line and second-line incidents.
• Analyse and resolve technical application issues.
• Monitor SLA performance and prioritise incidents.
• Monitor applications, servers and customer environments.
• Perform device, firmware and security checks.
• Execute standard changes and support more complex change activities.
• Deliver reports to customers and Service Delivery Managers.
• Coach and support colleagues within the team.
• Prevent escalations through proactive communication and problem analysis.
• Support customer onboarding, projects and service improvement initiatives.

We're looking for an experienced IT support professional who enjoys solving problems, supporting customers and sharing knowledge with colleagues. Ideally, you'll bring:

• A relevant IT qualification (MBO Level 4 or equivalent knowledge and experience).
• Around 2-3 years' experience in a Service Desk, Helpdesk or IT Support environment.
• Good knowledge of incident management and ITIL processes.
• Familiarity with Microsoft Azure, ideally at AZ-900 level or equivalent.
• Practical knowledge of server and application environments.
• Strong analytical and problem-solving skills, with the ability to investigate and resolve technical issues.
• Confidence communicating with customers and internal stakeholders.
• The ability to work independently while also supporting and sharing knowledge with colleagues.

For your commitment, you can count on a culture built around four pillars.

Love to Connect

You are part of an international organization in which openness, collaboration, and inclusion are central. Across teams, roles, and countries, you work together with colleagues who listen to you, involve you, and encourage you.

Love to Grow

We find your development important. You will get access to training, mentoring, and career opportunities, both within and outside your role. This allows you to continue developing yourself and stay ready for the future.

Love to Give Back

You will get the chance to contribute to initiatives that go beyond your daily work. Think of volunteer work, sustainability projects, and activities that align with our social commitment.

Love to Succeed

We achieve success together. You can count on fair compensation, flexibility, and recognition for your commitment. Both large and small achievements are seen and appreciated.