POSITION PROFILE
This is an entry level technical operations position whose main responsibilities include monitoring and 
administration of production servers, network devices, applications, and systems. This position reports to the Manager II, ITS Network Operations and the quality of work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.

JOB DUTIES AND RESPONSIBILITIES
• Perform problem analysis and systems monitoring
• Perform server OS and hardware maintenance
• Physical and virtual hardware resource administration
• Utilizes various network tools for monitoring and testing the network and associated devices
• Work with engineers regarding monitoring alerts and client issues
• Provide assistance to identify and troubleshoot Windows, mail delivery and network-related problems
• Provide weekend and off-hours support, as needed
• Conduct proactive systems maintenance for client servers
• Contact clients and internal staff about monitoring events as needed
• Manage outage communications between Ricoh ITS and vendors/customers
• Maintain client security levels and confidentiality of information
• Input and manage events / incidents through our ServiceNOW service level management system.
• Generate documentation for processes in the NOC as needed
• Learn and follow company policies and procedures
• Perform in a fast paced, high volume environment
• Performs other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES
• Knowledge of networks and TCP/IP
• Knowledge of Windows Server operating systems
• Knowledge of Microsoft Exchange and Active Directory
• Strong teamwork skills and a systems approach to technology support
• Strong troubleshooting skills and a good foundation of best practices
• High level of verbal and written communications
• Customer service experience
• Ability to deal courteously with all Ricoh ITS customers