Information Technology Support Specialist

Optomi; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Optomi, in partnership with a premier client, seeks a RingCentral Administrator / Level 2 IT Support professional to support and administer the RingCentral environment while providing a high-quality IT experience to employees. This role serves as a key escalation point for Level 1 support, owning RingCentral-related requests and incidents from troubleshooting through resolution.

The ideal candidate has hands-on RingCentral administration experience, strong troubleshooting skills, and the ability

Qualifications

• Hands-on RingCentral administration experience
• Experience providing Level 2 / Tier 2 technical support
• Strong troubleshooting across voice/telephony, workstation, networking and connectivity issues
• Experience supporting both local and remote users
• Experience working with an enterprise ticketing or ITSM platform
• Strong documentation and Knowledge Base experience
• Excellent written and verbal communication skills
• Strong customer service skills with a positive, empathetic, solution-focused approach
• Ability to prioritize multiple requests and manage competing deadlines
• Strong attention to detail and ability to independently drive issues through resolution

Responsibilities

• Serve as the Level 2 escalation point for RingCentral-related issues and requests
• Administer and support the RingCentral platform, including user and telephony configurations
• Troubleshoot and resolve RingCentral issues, including user access, calling, connectivity, and functionality
• Provide timely technical support to local and remote employees
• Partner with Level 1 support to troubleshoot escalated issues and drive resolution
• Troubleshoot workstation, hardware, software, networking, and connectivity issues
• Own assigned requests and minor incidents through resolution while maintaining clear communication with end users
• Record, track, and document troubleshooting steps, actions taken, and final resolutions within the ticketing system
• Support new-hire onboarding and assist with technology setup and user readiness
• Maintain, update, and contribute to the IT Knowledge Base
• Develop and improve technical documentation, troubleshooting guides, and user resources
• Guide users toward Knowledge Base resources and self-service solutions
• Train employees on the proper use of RingCentral, hardware, software, and other IT technologies
• Participate in virtual meetings with end users and IT team members
• Provide additional Level 2 technical support outside of RingCentral as needed
• Support special projects and other IT initiatives as assigned

Skills

RingCentral administration

Level 2 support

Troubleshooting

Local and remote user support

Knowledge base/documentation

Education

Associate degree in IT or related field

Tools

ITSM platform

Microsoft 365

Job description

Overview:

Optomi, in partnership with a premier client, is seeking a RingCentral Administrator / Level 2 IT Support professional to support and administer the RingCentral environment while providing a high-quality IT experience to employees. This role serves as a key escalation point for Level 1 support, owning RingCentral-related requests and incidents from troubleshooting through resolution.

The ideal candidate has hands-on RingCentral administration experience, strong troubleshooting skills, and the ability to support both technical and non-technical users in a fast-paced enterprise environment. This role will also provide broader Level 2 IT support, contribute to Knowledge Base development, assist with user training and onboarding, and participate in special projects.

Key Responsibilities:

• Serve as the Level 2 escalation point for RingCentral-related issues and requests
• Administer and support the RingCentral platform, including user and telephony-related configurations
• Troubleshoot and resolve RingCentral issues, including user access, calling, connectivity, and functionality
• Provide timely technical support to local and remote employees
• Partner with Level 1 support to troubleshoot escalated issues and drive resolution
• Troubleshoot workstation, hardware, software, networking, and connectivity issues
• Own assigned requests and minor incidents through resolution while maintaining clear communication with end users
• Record, track, and document troubleshooting steps, actions taken, and final resolutions within the ticketing system
• Support new-hire onboarding and assist with technology setup and user readiness
• Maintain, update, and contribute to the IT Knowledge Base
• Develop and improve technical documentation, troubleshooting guides, and user resources
• Guide users toward Knowledge Base resources and self-service solutions
• Train employees on the proper use of RingCentral, hardware, software, and other IT technologies
• Participate in virtual meetings with end users and IT team members
• Provide additional Level 2 technical support outside of RingCentral as needed
• Support special projects and other IT initiatives as assigned

Required Qualifications:

• Hands-on experience administering and supporting RingCentral
• Experience providing Level 2 / Tier 2 technical support
• Strong troubleshooting skills across voice/telephony, workstation, software, networking, and connectivity issues
• Experience supporting both local and remote users
• Experience working with an enterprise ticketing or ITSM platform
• Strong documentation and Knowledge Base experience
• Excellent written and verbal communication skills
• Strong customer service skills with a positive, empathetic, and solution-focused approach
• Ability to prioritize multiple requests and manage competing deadlines
• Strong attention to detail and ability to independently drive issues through resolution

Preferred Qualifications:

• Associate degree in Information Technology or related field, or equivalent professional experience
• Experience with Microsoft Office / Microsoft 365
• Salesforce or Support Org experience
• ITIL / ITSM experience
• VMware Horizon or other Virtual Desktop Infrastructure experience
• Experience developing and maintaining IT Knowledge Base content
• Experience supporting new-hire onboarding and technology training
• Experience working in a Help Desk, Service Desk, or IT call center environment