Job Description

Description for Internal Candidates

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.

• 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, and 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.

Same Posting Description for Internal and External Candidates.

Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.

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