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 tot his job