Network Support Specialist - 3rd Shift - Ricoh Americas Corporation : Job Details

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.

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.