**Full Covid-19 vaccination is required**

Bachelor's degree in Information Technology or equivalent experience.

MCSE, MCSA, MCITP: Server Administrator, MCITP: Enterprise Administrator or equivalent hands on experience.

Minimum of 3 years related hands-on work experience.

Work experience must include supporting local area network connected devices or any equivalent combination of education and experience.

Apple computer hands-on experience.

Proficient with Microsoft Active Directory and Microsoft Exchange.

Proficient with the Microsoft Windows operating system.

Proficient with the Microsoft Office Suite of products and Microsoft 365.

Proficient with Cisco router, firewall, switch, and access point configuration and management.

Proficient in routing and switching technology and terminology as well as the OSI model and how it applies to telecommunications.

Proficient with Virtualization technologies including VMware.

Proficient with Storage solutions SAN/NAS.

Ability to work at onsite at client facilities.

Presents a tidy and professional physical appearance to customers and colleagues in a way the represents Ricoh IT Services well, especially at a customer site.

Willingness to work evenings and weekends on occasion.

Reliable transportation.

***Shift timings***

Roles & Responsibilities

A Customer Engineer I is responsible for the proactive and reactive support, troubleshooting, and documentation.

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.

This position supports multiple customers onsite for Office Hours.

The Office Hours service enhances the customer experience and facilitates communication between the client and Ricoh ITS remote support teams.

The technician provides the Customer Success Manager with regular reporting to help prioritize customer feedback and needs.

The Office Hours technician is also responsible for upkeep of information and documentation in ServiceNow (SNOW); performing network health checks and investigating current and potential problems based on Kaseya database finding. They are supported by a vast array of remote teams and Subject Matter Experts.

Supporting and troubleshooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless.

Supporting and troubleshooting multi-site Active Directory 2003/2008/2012 environments.

Supporting and troubleshooting Microsoft Exchange environments.

Supporting and troubleshooting multi-site WAN environments.

Supporting and troubleshooting on-premises networks with multiple WAN and VLAN configurations (including but not limited to cabling, routing, routing protocols, switching, internet, and overall network architecture). Supporting and troubleshooting virtualization environments.

Proven customer-facing field experience.

Supporting and troubleshooting backup solutions both on-site and remote.

Supporting and troubleshooting storage area networks.

Minimum Qualifications

Bachelor's degree in Information Technology or equivalent experience.

MCSE, MCSA, MCITP: Server Administrator, MCITP: Enterprise Administrator or equivalent hands on experience.

Minimum of 3 years related hands-on work experience.

Work experience must include supporting local area network connected devices or any equivalent combination of education and experience.

Apple computer hands-on experience.

Proficient with Microsoft Active Directory and Microsoft Exchange.

Proficient with the Microsoft Windows operating system.

Proficient with the Microsoft Office Suite of products and Microsoft 365.