Specialist I, Customer EngineeringPOSITION PROFILEThe Specialist I, Customer Engineering is responsible for the proactive and reactive support, troubleshooting and documentation of new and existing customer base. This position is ideal for a hands-on, well-rounded engineer who desires to be involved in all aspects of the IT field. The position requires strong resource and time management skills for systems support. Individual will need to be self-motivated, detail and process oriented, possess strong verbal and written communication skills, excellent customer service skills and have solid problem solving/trouble-shooting abilities.JOB DUTIES AND RESPONSIBILITIES
Supporting and troubleshooting common server roles including but not limited to file/print and application servers
Supporting and troubleshooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless.
Supporting and troubleshooting network environments with multiple connectivity setups and configurations
Supporting and troubleshooting virtualization environments
Supporting and troubleshooting multi-site Domain and Active Directory environments.
Supporting and troubleshooting Microsoft Exchange environments.
Supporting and troubleshooting Microsoft 365 email environments.
Supporting and troubleshooting backup solutions both on-site and remote
Supporting and troubleshooting workstation hardware and software
Supporting and troubleshooting workstation imaging processes
Gathering and documenting complex technical information regarding new and existing customer environments
Implementation and troubleshooting of our standard management tools (i.e, Kaseya, Logic Monitor, and antivirus) for servers, network devices, and workstations).
Establish a partnership with our customers and strive to deliver a positive experience & smooth transition - First Impressions = Lasting Impressions
Provide value by implementing solutions to help our customers overcome challenges while creating efficiencies for their business operations.
Work closely with customers on functional and end user acceptance testing.
Keep abreast of latest technology and industry trends, recommend equipment and system enhancements, upgrades and/or replacements as necessary to meet the IT needs of the organization
Performs other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
Associate degree in Information Technology or equivalent experience
MS-900 or equivalent experience with willingness to obtain MS-900 Cert within 6 months of hire
AZ-900 or equivalent experience with willingness to obtain AZ-900 Cert within 12 months of hire
Microsoft Certifications preferred but not required
Professional Networking Certifications preferred but not required
VCP or equivalent hands-on experience
Minimum of 2 years related hands-on work experience.
Apple computer hands-on experience is a plus
Work experience must include user support and troubleshooting with some experience in configuration and setup of systems and devices.
Experience working directly with end-users
Experience working in ServiceNow Ticketing system is a plus
KNOWLEDGE, SKILLS AND ABILITIES
Experience with Microsoft Active Directory and Microsoft Exchange
Experience with the Microsoft Windows Operating Systems
Experience with the Microsoft Office Applications and Services
Experience with networking devices including but not limited to Cisco, Meraki, and Sonicwall.
Understanding of the OSI Model and how it relates to the technology field.
Proficient with Virtualization technologies including VMware ESX and Hyper-V
Experience with Storage solutions · SAN/NAS but not required
Proven customer facing field experience with the ability to provide onsite support to end users for extended periods of time
Presents a tidy and professional physical appearance to customers and colleagues in a way the represents RICOH well, especially at a customer site.
Ability to prioritize multiple tasks
Maintaining time management through use of time entry and scheduling
Willingness to work evenings and weekends on occasion.
Willingness to travel within and outside the region. Ability to communicate both orally and in writing internally with all levels of management, outside vendors, field techs, and customers
Experience documenting highly technical information
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Typically, 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.
Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity
Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Some physical effort may occasionally be required to lift or move office equipment weighing up to 50 lbs.
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.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 information—how it is collected, stored, managed, and shared—to 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.
EEO/Affirmative Action Employer M/F/Disability/Veteran
