Come Create at Ricoh
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of informationhow it is collected, stored, managed, and sharedto unlock the potential in every organization. We deliver services and technologies that inspire our customers success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in yourself
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually.
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
This is a senior level technical operations position (Problem Engineer, ITS Tech Escalation) whose main responsibilities include advanced troubleshooting of customer and internal Ricoh issues related to networks, systems, and related hardware/software. This position reports to the Network Operations Manager and considered a mid-level technical role with in-depth cross functional understanding of Ricoh 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
Diagnose and manage network and server issues escalated by NOC I, Customer Care, and other Ricoh groups
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
Work with Network Design team to design/change WAN-based network requests
Provide guidance to NOC I, Customer Care, and Customer Engineers regarding 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 CRM system
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)
Associate's degree in computer science or closely related field
Three or more years of experience in managed IT services
Equivalent combination of education, certifications, and experience totaling three years of experience can be substituted
3rd Shift Tues- Sat 11pm-7am
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 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
Strong troubleshooting skills and a good foundation of best practices
High level of verbal and written communications
Customer service experience
Ability to deal courteously with all mindSHIFT customers
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Click Here to view Ricoh USA Benefits (https://www.ricoh-usa.com/en/about-us/careers)