Infrastructure Operations Engineer -- Ricoh -- Tucker, GA

Please e-mail Mike Foster at mike.foster@rightthinginc.com for more information!!

The responsibility of an Infrastructure Operations Engineer is to handle priority and highly complex issues from Ricoh Customers that require an in-depth analysis and\or research of an issue. In addition to providing support for Customers, this position is responsible for the technology utilized by the Operations Center, either by directly supporting it or through collaboration with other internal functional teams such as Marketing. This position provides systems technology expertise to the various areas of technology covered by the Operations Center for both Customer and internal use, including Microsoft Windows, Server, Microsoft Exchange, Microsoft Sql, networks, firewalls, Kaseya and applications.

 

JOB DUTIES AND RESPONSIBILITIES

• Provides exceptional customer service during calls with customers.
• May work on multiple issues / projects concurrently.
• Guides customers through each step of the repair process and explains clearly so the customer comprehends and follows the steps.
• Performs tasks associated with remote diagnostics, problem solving, installation assistance and system modifications.
• Provides a timely resolution to the customer problems; escalating to management or the Service Delivery Lead, as required.
• Documents customer complaints and escalates unresolved issues.
• Follows up on service incidents to ensure the solutions provided have solved the customers' initial request and to verify customer satisfaction.
• Accurately maintains associated data, files and records regarding these incidents. Accounts for time spent in all activities (chargeable and non-chargeable) for billing, contract profitability assessment, resource allocation, etc.
• Remotely connects to customer's computers and respects their privacy by requesting access to any folders or applications being accessed for remediation purposes.
• Maintains SLA on all owned cases.
• Maintains Quality cases with minimal mistakes.
• Coordinates with other team members, as needed, to determine how to improve processes.
• Acts as first line of defense on internal alias to assist High Profile, Media or executive escalations.
• Continuously communicates with Service Delivery Lead/Team Manager to identify any negative trends and report on the identified trends.
• Maintains assigned equipment, software and technical data in accordance with department policy.
• Provides sales leads to increase revenue opportunities for the company.
• Determines individual training needs and ensures management is aware of training requirements to grow with the assigned responsibilities.
• Assists in the training and development of fellow Ricoh associates as assigned.
• May occasionally be required to work flexible hours to support special customer needs or to participate in personal training and development activities.
• Manages the configuration, and support of Microsoft products, network communications, including LAN/WAN, VOIP systems, Unified Communications, Wireless, and Security.
• Participates in peer-reviews/whiteboard sessions to ensure that standards are being followed and to finalize hardware/software/operating system configurations.
• Identifies, diagnoses, and resolves Information Technology problems.
• Resolves support tickets and serves as an escalation point for others.
• Provides training and guidance to less experienced team members.
• Creates and maintains comprehensive documentation
• Designs, implements and maintains internal systems infrastructure including applications, services, servers, management tools, and performance tools.
• Collaborates with peers within the organization to develop solutions for complex technical problems & business requirements.
• Leverages technical expertise to address escalated issues from within the organization.
• Troubleshoots, analyzes and resolves business and technical issues.
• Serves as the escalation point for issues originating in the operations organizations
• Supports technology management tools for monitoring, alerting and problem investigation.
•  Provides off-hours support on an as-needed basis.
• Performs other duties as assigned.

 

QUALIFICATIONS (Education, Experience and Certifications)

• Requires a technical degree, certification or equivalent work experience.
• Requires a minimum of 3 years of experience with Lotus Notes, Microsoft operating systems and networking.
• Possesses ability to read & comprehend written technical information in form of technical manuals
• Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.