Customer Engineer - I
Ricoh USA


Job Info


POSITION PROFILE

The Customer Engineer I for the Ricoh Education team will be a fulltime 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.

This person is responsible for the proactive and reactive support, troubleshooting, and documentation for new and existing customer base on the Education team. 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. Individual must 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.

Proven customer facing field experience.
Cultivate close working relationship with assigned clients point of contacts and user base.
Excellent written and verbal communication skills.
Responsible for incident closures and daily time entries using Oracle Service NOW ticketing system.
Responsible for daily end-of-day email to client point of contact.

Supporting and troubleshooting on premise laptop environment including but not limited to workstation imaging and support of Microsoft Windows 10 desktop operating systems
Supporting and troubleshooting modern networks including but not limited to TCP/IP, DNS, DHCP, switching, and wireless protocols.

Supporting and troubleshooting on-premises networks (VLAN configurations a plus).
Supporting and troubleshooting multi-site Active Directory environments.
Supporting and troubleshooting backup solutions both onsite and remote.
Implementing, supporting, and troubleshooting of printers and print servers.

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.

QUALIFICATIONS (Education, Experience, and Certifications)

Bachelor's degree in IT, Engineering, or equivalent 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 a plus.

Proficient with the most recent Microsoft Windows operating system.
Proficient with the Microsoft Office365 Suite of products
Proficient with Microsoft Active Directory, DNS, DHCP, Print and File Permissions.
Proficient with Google Chromebook product a plus
Google Enterprise Admin Management a plus
Basic understanding of IP addressing and networking
Ability to work at onsite at client facility.
Presents a tidy and professional physical appearance to customers and colleagues in a way the represents Ricoh well, especially at a customer site.
Willingness to work evenings and weekends on occasion.
Willingness to travel within and outside the region. ​(potential for 10% - 15% travel)
Willingness to utilize PTO based on the school year calendar.
Occasional on-call rotation may be required.
Ability to lift up-to 50lb.



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