Specialist I, Customer Engineering

Specialist I, Customer Engineering

Additional Pay Details

Compensation Range

$28.58-$31.25

POSITION PROFILE
The Specialist I, Customer Engineering for the Education Services team is a full-time technical resource staffed onsite at our customer locations and primarily responsible for working closely with clients and cross-functional support teams to manage, support, and maintain the technology used by these customers.

They are responsible for the proactive and reactive support, troubleshooting, and documentation of new and existing customer base. 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. The 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/troubleshooting abilities.

JOB DUTIES AND RESPONSIBILITIES

• Supporting and troubleshooting common server roles including but not limited to file/print and application servers.
• Supporting and troubleshooting on-premise laptop environment including but not limited to workstation imaging and support of Microsoft Windows desktop operating systems.
• Supporting and troubleshooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless.
• Supporting and troubleshooting network environments with multiple connectivity setups and configurations.
• Supporting and troubleshooting multi-site Domain and Active Directory environments.
• Supporting and troubleshooting Microsoft 365 email environments.
• Supporting and troubleshooting workstation hardware and software. Proficient with Laptop Hardware parts replacement and repair.
• Supporting and troubleshooting workstation imaging processes.
• Gathering and documenting complex technical information regarding new and existing customer environments.
• Implementation and troubleshooting of our standard management tools (i.e., Kaseya, Logic Monitor, and antivirus) for servers, network devices, and workstations.
• Establish a partnership with our customers and strive to deliver a positive experience & smooth transition - First Impressions = Lasting Impressions.
• Provide value by implementing solutions to help our customers overcome challenges while creating efficiencies for their business operations.
• Work closely with customers on functional and end-user acceptance testing.
• Responsible for incident closures and daily time entries using ServiceNOW ticketing system.
• Responsible for daily end-of-day email to client point of contact.
• Execute yearly projects when school is not in session, including but not limited to switch and access point replacements, school relocations, new school setups, mass laptop/Chromebook replacements.
• Keep abreast of the latest technology and industry trends, recommend equipment and system enhancements, upgrades and/or replacements as necessary to meet the IT needs of the organization.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• Associate degree in Information Technology or equivalent experience.
• MS-900 or equivalent experience with willingness to obtain MS-900 Cert within 12 months of hire.
• Associate Google Workspace Administrator or equivalent experience with willingness to obtain the Cert within 12 months of hire.
• Microsoft Certifications preferred but not required.
• Professional Networking Certifications are preferred but not required.
• Minimum of 2 years related hands-on work experience.
• Apple computer hands-on experience is a plus.
• Work experience must include user support and troubleshooting with experience in configuration and setup of systems and devices.
• Experience working directly with end-users.
• Experience working in ServiceNow Ticketing system is a plus.

KNOWLEDGE, SKILLS AND ABILITIES

• Proficient with Laptop Hardware Parts replacement and repair.
• Proficient with Google Chromebook devices.
• Experience with Microsoft Active Directory and Microsoft Exchange.
• Experience with the Microsoft Windows Operating Systems.
• Experience with Microsoft Office Applications and Services.
• Experience with networking devices including but not limited to Cisco IOS, Meraki, and Sonicwall.
• Google Workspace Admin Management a plus.
• Understanding of the OSI Model and how it relates to the technology field.
• Proven customer-facing field experience with the ability to provide onsite support to end users for extended periods of time.
• Presents a tidy and professional physical appearance to customers and colleagues in a way that represents RICOH well, especially at a customer site.
• Ability to prioritize multiple tasks.
• Maintaining time management through use of time entry and scheduling.
• Willingness to work evenings and weekends on occasion.
• Willingness to travel within and outside the region. Ability to communicate both orally and in writing internally with all levels of management, outside vendors, field techs, and customers.
• Experience documenting highly technical information.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction; prepare, provide and convey diversified information.
• Work requires walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts, etc.). Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Physical effort may be required to lift or move office equipment weighing up to 50 lbs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.