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Description

Ring is looking for an IT Support Engineer to join our Information Technology team. This person will be the primary onsite team member at Ring’s office in Boston, MA. Their primary focus will be supporting and improving the technology experience for members of RBKS (Ring, Blink, Key, and Sidewalk) as part of a global internal IT team at Ring.

Key job responsibilities

The ideal candidate will have prior experience as a senior desktop support or IT engineer in complex infrastructures as well as a solid history balancing day-to-day ticket queue management. They will need to have experience managing and maintaining layer 2 and layer 3 networks, including lab and test environments. They will have experience owning small to medium size projects and are comfortable acting as the spokesperson for the service desk in their region.

• Provide daily IT support services to the RBKS workforce located in the BOS23 office, including hardware and software troubleshooting, imaging, and break/fix services for corporate devices (primarily laptops).

• Manage and maintain network infrastructure at local and remote offices, utilizing technologies such as Cisco Meraki, Aruba, and Juniper Networks. This includes troubleshooting and maintaining Layer 2 and Layer 3 network infrastructure, including LAN, WAN, and wireless networks.

• Act as a subject matter expert and resource for other IT team members, taking ownership of independent responsibilities for the BOS23 site/region.

• Improve existing systems and develop sustainable future roadmaps for the BOS23 site, including architecting and maintaining a device test network.

• Provide first and second-level support for MacOS and Windows operating systems.

• Ensure operational excellence by providing on-call and/or alternate hours support to meet uptime expectations.

• Stay updated on projects being run by other internal teams to identify potential conflicts or redundancies.

• Interface with external vendors, third-party support teams, and other resources as needed.

• Collaborate with internal teams to identify areas where IT can provide assistance.

• Identify underutilized resources and opportunities to reduce waste/spend and optimize costs at the site.

• Take ownership of the client experience for all Ring/Blink/Key/Sidewalk team members within your purview, including day-to-day management of the internal technical ticket queue.

A day in the life

• Providing daily IT services to the RBKS workforce located in BOS23 office

• Assisting in device troubleshooting for a hybrid environment workforce, with the concentration being on the BOS23 office

• Balancing day-to-day ticket queue management with projects and network support

• Act as an IT spokesperson for the service desk in their region

• Applying strong knowledge of network infrastructure technologies (including Cisco Meraki, Aruba, and Juniper Networks) to meet uptime standards for business and test networks

• Proficient in troubleshooting and maintaining Layer 2 and Layer 3 network infrastructure, LAN, WAN, and wireless networks.

• Providing desktop level support to end users; an Excellent understanding of MacOS and Windows operating systems, and some experience with Linux is a plus.

• Excellent communication and interpersonal skills for interfacing with internal and external stakeholders.

• Ability to work independently and take ownership of responsibilities.

About the team

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring’s smart home security product line, as well as the Neighbors App, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

Basic Qualifications

- 3+ years of technical support experience

- 2+ years of supporting and maintaining a corporate network environment experience

- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience

- 2+ years of IT systems or relevant commercial production environment experience

- 2+ years of troubleshooting in a multi-user high availability environment experience

- 1+ years of PC repair, troubleshooting, deployment and liquidation experience

Preferred Qualifications

- 5+ years of technical support experience

- 4+ years of supporting and maintaining a corporate network environment experience

- 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience

- 3+ years of working with Microsoft Office products and applications, Linux, Cisco IOS (CLI) experience

- 3+ years of IT systems or relevant commercial production environment experience

- 3+ years of PC repair, troubleshooting, deployment and liquidation experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.