Job Description
Position Profile
This mid-to-advanced level technical operations role focuses on advanced troubleshooting of customer and Ricoh ITS infrastructure issues, including networks, systems, and related hardware/software. The role demands strong technical expertise, excellent communication, and a commitment to delivering a positive customer experience. The Associate Engineer must manage a wide range of issues-from individual user problems to infrastructure, security, systems administration, cloud, and VoIP-and perform root cause analysis. Success is measured through metrics, customer feedback, and reporting.
- Key Responsibilities
- Provide Tier 3 escalation support for client issues and internal staff.
- Deliver consistent, clear, and timely communication to clients and team members.
- Offer remote support independently with strong organizational skills.
- Diagnose and resolve network/server issues escalated by Tier 1 Analysts and other ITS groups.
- Mentor and support team members to enhance their technical skills.
- Conduct advanced problem analysis, issue trending, and outage management.
- Use network tools to monitor and test devices.
- Manage LAN provisioning, DNS, and VPN tunnels.
- Troubleshoot issues related to Windows Server, email delivery, and network performance.
- Collaborate with vendors to resolve contracted support issues.
- Provide updates on escalated issues and mission-critical outages.
- Offer weekend and off-hours support as needed.
- Manage tickets via ServiceNOW.
- Maintain expert-level knowledge across multiple technologies.
- Document NOC processes and maintain service levels and ticket notes.
- Ensure client data security and confidentiality.
- Adhere to company policies and procedures.
- Thrive in a fast-paced, high-volume environment.
- Perform additional related tasks as required.
Qualifications
- Required:
- 5+ years of experience in managed IT services.
- Preferred:
- Industry certifications (e.g., MCSE, A+, ITIL, CCNP, VCP).
- Bachelor's degree in Computer Science or a related field.
- Knowledge, Skills & Abilities
- Advanced knowledge of TCP/IP, Cisco ASA, Juniper Firewalls.
- Expertise in Windows Server, Microsoft Exchange, Active Directory.
- Familiarity with AWS, Azure, Broadsoft, Cisco VoIP, VMware, SAN technologies.
- Strong troubleshooting and documentation skills.
- Experience in high-availability environments.
- Excellent verbal and written communication.
- Strong customer service and teamwork skills.
- Ability to remain composed during high-stress situations.
- Working Conditions
- Office environment with standard lighting, ventilation, and noise levels.
- Sedentary work with occasional walking, standing, lifting (up to 50 lbs).
- Regular use of basic tools and equipment (keyboard, calculator, hand tools).
- Requires interpretation and application of complex data and instructions.
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