Monitor production networks to detect system issues and/or alarms. Investigate alarms and issues accordingly based on RingCentral’s Standard Operating Procedures. Swiftly resolve issues or escalate issues to the appropriate owning department for further attention. Provides analysis and support in escalation tickets for complex VOIP/ Voice, data, or system issues. Promptly enters new data and updates into multiple ticketing systems; ensuring accurate and up-to-date information including steps taken to troubleshoot or resolve issues. Implement disaster recovery procedures to prevent or limit system downtime. Professionally triage with business partners, vendors, and customers to resolve issues swiftly. Promptly responds to incoming communications (phone, email, instant messaging, etc…) and directs reports and information requests appropriately. Ability to act independently with little to no supervision. Required Technical skills:2 years’ work experience. College degree or equivalent experience. Familiarity with Windows and Linux based systems. Familiarity with VOIP and SIP protocols. Familiarity with basic Networking Principles: TCP/ IP, HTTP/ S - Familiarity with JIRA and Confluence. Familiarity with change management best practices. Required Soft skills:Analytical thinking Disciplined. Clear communication skills. Quick learner. Stress Resistance. Nice To Haves:Experience using an Event Management System: HP Open View, Zabbix, Solar Winds, BMC - Some scripting and regex knowledge. Telecommunications industry experience. Experience in customer-facing roles. What we offer: Differential pay for the overnight shifts. Comprehensive medical, dental, vision, disability, life insuranceHealth Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits. Voluntary supplemental health coverage and life insurance 401 K match and ESPP - Paid time off and paid sick leave. Paid parental and pregnancy leave Family-forming benefits (IVF, Preservation, Adoption etc.)Emergency backup care (Child/ Adult/ Pets)Employee Assistance Program (EAP) with counseling sessions available 24/7 Free legal services that provide legal advice, document creation and estate planning. Employee bonus referral program. Student loan refinancing assistance. Employee 1:1 coaching, perks and discounts program. RingCentral’s IT team ensures company data is accessible, secure, and optimized in ways that provide maximum competitive advantage. We are constantly discovering, developing and deploying innovations that power productivity and drive better decisions for our customers. Our IT professionals are talented, ambitious, out-of-the-box thinkers who love to learn on the job—planning, deploying and maintaining state-of-the-art technology to deliver flawless performance 24/7/365. RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.