ITS Tech, Promblem Engineer

Provide Tier 3 escalation expertise for client issues and other staff. Exercise strong judgment to determine the appropriate course of action and follow issues to resolution

*Contribute to a customer-focused environment by providing consistent, clear & timely communication to team members and clients on issue status and action plans

*Strong organizational skills with the ability to provide remote support with little to no supervision

*Diagnose and manage network and server issues escalated by Tier 1 Incident Analysts, Central Services, and other Ricoh ITS groups

*Act as a role model and mentor to further promote team members' skills.

*Perform advanced problem analysis, issue trending, and outage management

*Utilizes various network tools for monitoring and testing the network and associated devices

*LAN-based network provisioning, including existing DNS and VPN tunnel management

*Identify and troubleshoot technical issues related to Windows Server, mail delivery, network problems, and other supported technologies

*Work with vendors to resolve issues for customers with technical support contracts with said vendors

*Provide timely updates to clients and internal staff regarding escalated issues and mission-critical outages

*Provide weekend and off-hours support, as needed

*Input and manage tickets through our ServiceNOW system

*Maintain an expert level of knowledge in multiple technologies.

*Maintain departmental service levels, ticketing system notes, and time entries according to written procedures Generate documentation for processes in the NOC as needed

*Maintain client security levels and confidentiality of information

*Learn and follow company policies and procedures

*Perform in a fast-paced, high-volume environment

*Perform related tasks as required.