Global AV Service Desk Technician

Our requirements

• Proven experience providing technical support for Audio-Visual (AV) systems.
• Previous experience in an AV Support Engineer, AV Service Desk or Video Conferencing Support role.
• Strong practical experience supporting and troubleshooting conference room technologies, video conferencing systems, and AV infrastructure.
• Good understanding of ITIL processes, Incident Management, and working within SLA-driven environments.
• Experience working with ticketing systems, ideally ServiceNow.
• Solid knowledge of audio and video equipment and AV technologies.
• Knowledge of Digital Signage and Video Teleconferencing (VTC) solutions.
• Experience with technologies such as Microsoft Teams Rooms, Zoom Rooms, Cisco TelePresence, Crestron, Extron, Logitech, and Biamp is highly desirable.
• Strong troubleshooting and problem-solving skills with the ability to independently diagnose and resolve technical issues.
• Good English communication skills, both written and spoken.
• Strong customer service mindset and excellent interpersonal skills.
• Ability to build positive relationships with customers, internal teams, Field Service Engineers, and external vendors.
• Ability to work independently, manage priorities, and organize workload effectively.
• Strong attention to detail, particularly when documenting incidents and maintaining technical records.
• Analytical mindset with the ability to identify trends, connect information from multiple sources, and proactively address recurring issues.

Your responsibilities

• Provide 2nd and 3rd line technical support for Audio-Visual hardware and software solutions.
• Manage incidents and service requests in ServiceNow from initial assignment through to end-to-end resolution.
• Classify, prioritize, and resolve incidents in line with agreed SLAs and KPIs.
• Perform remote monitoring, troubleshooting, and diagnostics of AV systems.
• Document troubleshooting activities, resolutions, and technical updates in the ticketing system.
• Monitor ticket queues and ensure timely resolution of assigned incidents.
• Analyze incident trends and identify opportunities for proactive issue prevention.
• Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.

This is how we organize our work

• Find your place. Transform your future
• Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.
• People transform when they Love What They Do
• This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.
• When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What we offer

• At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.
• You become part of a global community built on openness, inclusion and genuine collaboration.
• Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.
• Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.
• Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.
• Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

Development opportunities we offer

• intracompany training
• support of IT events
• technical knowledge exchange within the company

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• fruits
• integration events
• coffee / tea
• parking space for employees
• holiday funds
• employee referral program
• charity initiatives

RICOH Polska Sp. z o.o.