Associate Engineer, Problem ITS Technical Escalation

Job Description

POSITION PROFILE

This is a technical operations position whose main responsibilities include advanced troubleshooting of customer and Ricoh ITS infrastructure issues related to networks, systems, and related hardware/software.

Providing a positive customer experience through great communication and follow through is a high priority for this position. This position requires advanced technical knowledge along with a solid understanding of all corporate agreements, product/service offerings, and tools and technologies used to meet service level commitments. The individual must be able manage a wide range of potential issues (Individual users, infrastructure, security, systems admin, Cloud, VoIP etc) and perform root cause analysis. This position reports

to the Manager of ITS Network Operations and is considered a mid to advanced level technical role with in depth cross functional understanding of Ricoh ITS and supported technologies. The quality of the work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.

JOB DUTIES AND RESPONSIBILITIES• Provide Tier 3 escalation expertise for client issues and other staff. Exercise strong judgment to determine the appropriate course of action and follow issues to resolution

• Contribute to a customer-focused environment by providing consistent, clear timely communication to

team members and clients on issue status and action plans • Strong organizational skills with the ability to provide remote support with little to no supervision• Diagnose and manage network and server issues escalated by Tier 1 Incident Analysts, Central Services, and other Ricoh ITS groups• Act as a role model and mentor to further promote the skills of team members.• Perform advanced problem analysis, issue trending, and outage management

• Utilizes various network tools for monitoring and testing the network and associated devices • LAN-based network provisioning, including existing DNS and VPN tunnel management• Identify and troubleshoot technical issues related to Windows Server, mail delivery, network problems, and other supported technologies• Work with vendors to resolve issues for customers with technical support contracts with said vendors

• Provide timely updates to clients and internal staff regarding escalated issues and mission critical outages• Provide weekend and off-hours support, as needed

• Input and manage tickets through our ServiceNOW system• Maintain an expert level of knowledge in multiple technologies. • Maintain departmental service levels, ticketing system notes, and time entries according to written procedures Generate documentation for processes in the NOC as needed• Maintain client security levels and confidentiality of information• Learn and follow company policies and procedures• Perform in a fast paced, high volume environment• Perform related tasks as required

QUALIFICATIONS (Education, Experience, and Certifications)• Typically Required:• Five or more years of experience in managed IT services.• Typically Preferred: • Industry standard technical certifications (MCSE, A+, ITIL, CCNP, VCP, etc.)• Bachelor's degree in computer science or closely related field.

KNOWLEDGE, SKILLS AND ABILITIES• Advanced knowledge of networks and TCP/IP• Advanced knowledge of Cisco ASA and Juniper Firewalls• Advanced knowledge of Windows Server operating systems• Advanced knowledge of Microsoft Exchange and Active Directory• Knowledge and understanding of cloud infrastructure such as AWS and Microsoft Azure• Knowledge of Broadsoft, Cisco, and other VOIP system technologies• Knowledge of VMware and virtualization technologies• Knowledge of SAN management and related technologies• Knowledge of server and network hardware diagnosis, troubleshooting, and part replacement• Strong teamwork skills and a systems approach to technology support• Experience working in a team that delivers a high availability services• High level of verbal and written communications• Excellent documentation and knowledge transfer skills• Strong troubleshooting skills and a good foundation of best practices• Customer service experience• Ability to deal courteously with customers during high-stress situation

Job Description Continued

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level. • Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction - prepare, provide and convey diversified information. • Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 50 lbs. • Moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job

AdditionalPayDetails:

Compensation range is $ 32 to $ 35 per hour

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