Tier 3 Network Analyst

Technical Support Denver, Colorado


Description

Tier 3 Network Analyst

Job Type: Full Time
Location: Denver, CO
Department: Technical Support

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.

Required 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

Now, a little more about us... 

RingCentral, Inc. (NYSE: RNG) provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments. RingCentral is headquartered in Belmont, California. 

RingCentral is an EEOC employer.