Tier 3 Network Analyst
Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually and we're looking for team-members with an entrepreneurial spark!
RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.
Job Type: Full Time | Location: Denver, CO
Job Description:
As a tier 3 network analyst at RingCentral we require someone who is pro-active, has excellent communication skills, enjoys working as part of a team, can successfully multi-task, and thrives on being successful in high stress environments. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, task management skills, and root cause analysis abilities.
Responsibilities:
- Responds to customer requests, resolves issues in a timely manner and ensure high customer satisfaction
- Excellent Customer Support Skills
- Troubleshoots network problems and recommends corrective procedures to resolve Quality of Service issues
- Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management
- Maintains network lab and equipment inventory
- Must be willing and able to travel on occasion
- Demonstrate a clear understanding of RingCentral products and services and how they can apply to specific customer situations.
- Ability to collaborate effectively with the Sales leaders
- Demonstrate an ability to effectively manage customer expectations and escalations, including Critical Accounts and ensuring that a clear, well thought out action plan is developed and executed to ensure a successful conclusion.
Qualifications:
- Associates degree in technical discipline or related field or an equivalent combination of education and experience as required for the specific job level (Network+ or equivalent)
- Superior communication skills essential for success - previous experience providing phone or in-person support to clientele in a professional and understandable manner required
- Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS)
- Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
- Ability to understand and apply technical concepts
- Team skills, including the ability to establish and maintain effective working relationship
Required Skills:
- Understands advanced configuration for small business/enterprise level routers
- Knowledge of QoS principals and implementation within enterprise networks
- In-depth understanding of networking principles: TCP/IP protocols, LAN VLAN WAN MPLS Ethernet topologies designs and implementations.
- In-depth understanding and use of network troubleshooting and monitoring tools and terminology
- Basic understanding of VOIP SIP/RTP
- Demonstrated ability to work as a team player and enjoys collaboration
- Demonstrated ability to work with minimal supervision
- Demonstrated excellence in troubleshooting and analysis skills
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows.
RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that is committed to workplace diversity.