Network Support Specialist - 3rd Shift
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.
Apply Now
Apply Now
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.
Apply Now
Apply Now