Support Engineer

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

• Handle support tickets and resolve client issues within SLA requirements
• Field incoming calls and assist with emailed tickets as needed
• Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates to provide top-quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately track time
• Update technical documentation in the appropriate system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps
• Train, mentor, and assist Support Technician I teammates
• Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately
• Find alternative workarounds when established procedures do not resolve the issue
• Train users on supported software and hardware
• Assist clients with business line software installation and related infrastructure or end-user services
• Coordinate with vendors for client-related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely and professional updates to clients
• Assist in training new employees
• Collaborate on client projects with fCIO and POD teammates
• Provide periodic onsite support for the Columbus client environment as needed

IT Support Technician II

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Resolve merchant technical issues in a high-volume support environment by diagnosing hardware, software, web portal, peripheral, and network-related concerns.
• Guide merchants through device activation, setup, configuration, and feature usage based on business needs and supported Clover workflows.
• Troubleshoot point-of-sale transactions, payment processing issues, and system errors by reviewing symptoms, configurations, and available diagnostic information.
• Use remote diagnostic tools, support systems, and internal resources to identify root causes and complete or coordinate issue resolution.
• Document support interactions, troubleshooting steps, resolutions, and follow-up actions in ticketing or customer relationship management systems.
• Partner with internal teams to escalate and track multi-issue cases, provide status updates, and support timely case closure.
• Contribute to process and knowledge improvements by identifying recurring issues and supporting updates to reference materials and support documentation.

Technical Support Specialist

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs).
• Identify workflow bottlenecks, remove roadblocks, and create realistic project timelines.
• Oversee the team's handling of complex service issues within the Escalation Matrix.
• Communicate effectively to technical and business audiences, building effective relationships with cross-functional managers.
• Manage team budgets and monitor staffing needs, driving continuous platform improvement.

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