Support Engineer

• Assist with maintenance and configuration of internal infrastructure including computer systems, servers, and network infrastructure
• Install hardware and software on endpoints or mobile devices
• Actively resolve problems with computer and mobile devices
• Support day-to-day operation of technology or telecommunication devices
• Ensure timely resolution of incidents and requests in line with SLAs
• Promote excellent customer service and improve customer experience
• Report to Global Helpdesk Manager

IT Support Engineer

• Assist with maintenance and configuration of internal infrastructure such computer systems, servers, and network infrastructure.
• Install hardware and software on endpoints or mobile devices.
• Actively resolve problems and issues with computer, mobile devices, and other systems to limit work disruptions.
• Drive the change from individual services to unified and simplified solutions to all regions.
• Support modern technologies for all offices locally and globally including remote.
• Continuously assess and improve the support services we offer to business units.
• Support the day-to-day operation of all technology or telecommunication devices.
• Ensure accurate and timely resolution of incidents and requests in line with SLAs.
• Promote excellent customer service for all front-line service delivery.

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
• Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
• Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
• Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes.
• Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally.
• Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

Technical Support Analyst

• Provide technical support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Practice empathy and positive words choices when communicating with customers
• Resolve first level issues by: Determining the nature of the issue by identifying what the customer is trying to accomplish
• Gathering information from the customer including steps that customer took
• Attempting to reproduce reported issues
• Analyzing the symptoms and where possible identifying the underlying problem
• Offering relevant troubleshooting steps and/or solutions
• Directing customers to appropriate help articles
• Communicate and follow-up with customers
• Escalate unresolved issues to second level support with appropriate detail
• Monitor for and proactively identify potential or emerging issues
• Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
• Keep up to date with all communication that impacts the organization

Technical Support Engineer – Business to Business

• Lead IoT project delivery and technical support for AP for Schaeffler Lifetime Solutions predictive maintenance products
• Build and develop the IoT delivery and technical support network in alignment with HQ Europe
• Serve as the main interface between STRIKE teams and HQ Europe for IoT delivery and technical support
• Support AP STRIKE teams, Field Service Engineers, the sales team, service partners, distributors and key customers for Schaeffler Lifetime Solutions predictive maintenance products and services
• Manage the roadmap alignment process with HQ Europe
• Manage the IoT delivery product portfolio update process
• Troubleshoot issues using the OPTIME Dashboard, log technical support tickets and feature requests in IBM Maximo and report findings during HQ roadmap alignment calls including the creation of user stories where needed
• Act as a key interface between the HQ IoT Delivery Manager, AP STRIKE teams, FSEs, the sales team, service partners, distributors and key customers
• Act as the IoT delivery IT integration contact for OPTIME Ecosystem products and the Digital Service Operator as part of the IoT Delivery and Technical Support team
• Lead the provisioning of new GTM product trials and current Schaeffler IoT devices including backend administration and troubleshooting of cloud connectivity for internal and external tenants
• Coordinate IoT delivery support to diagnose and resolve technical issues arising from the Schaeffler IoT Hub in existing and new installations
• Provide technical documentation support and AP specific documentation for deploying the Schaeffler IoT Hub platform to end users and support knowledge sharing within the internal expert team
• Troubleshoot IoT connectivity issues faced by customers and STRIKE teams
• Verify that newly created and provisioned trial customer have functioning dashboards and devices
• Lead data validation of alarms for internal and external tenants in close cooperation with condition monitoring experts
• Add new users to OPTIME and new tenants
• Ensure that countries newly using OPTIME receive the required items such as USB, modems, demo kits and documentation before training sessions
• Provide webinars, training and onsite support for ILS subregional STRIKE teams, key customers, service providers and distributors
• Enable these stakeholders to build capability in IoT delivery for the OPTIME Ecosystem, digital service models and predictive maintenance in general
• Support ILS subregional teams and service partners in growing sales through IoT business models

Customer IoT Delivery Specialist, Technical Support

• Handle product and application issue for customer installed-base products through communication channels such call, chat, and email.
• Provide solutions based on customer requirements and evaluate the need for non-standard offerings.
• Conduct technical product training for internal and external customers.
• Act as a technical resource when needed for pre-sales, products, and/or troubleshooting presentations.

Technical Support Engineer – III

• Drive customer satisfaction by tackling complex challenges in NetSuite products and implementations.
• Provide primary product support, training and development project management.
• Identify and route support issues to appropriate groups and escalate issues as required.
• Be the voice of the customer to internal stakeholders, providing insight and data to inform product development.
• Work with development teams to better understand issues and provide suggested solutions.

Product Support Engineer

• Monitor and respond to incoming customer inquiries through calls, emails, and chats
• Perform basic product troubleshooting using information from public documents and limited to business unit products
• Explain product specifications and product features to customers
• Gather, collect, organize, and send electronic copies of documentation to the customers
• Identify project ideas and opportunities that support continuous improvement initiatives

Technical Support Engineer II

• Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.
• Analyze customer support data to identify trends, root causes, and opportunities for process improvement.
• Track key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer issues and drive improvements.
• Develop and maintain comprehensive documentation for support procedures and training materials.
• Monitor and report on customer feedback to inform product and service improvements.
• Participate in system and process audits to ensure adherence to quality standards.
• Assist with onboarding and training of new support team members as needed.

Business Support Analyst

• Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.
• Own client communication , building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.
• Manage your ticket queue with precision , prioritizing effectively and handling warm transfer escalations with a calm, confident approach.
• Contribute to a knowledge base that actually works , creating and refining documentation that empowers the entire team to succeed.
• Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end.
• Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward.
• Lead by example , upholding our commitment to accountability, proactive service, and stellar customer support.

• Support onboarding and underwriting of new cases, including setup of firm/representative compensation and fee structures; ensure timely processing of individual and bulk payments
• Review and validate all documentation for compliance with John Hancock Retirement Plan Services guidelines and applicable federal/state regulations
• Assess agreed pricing against plan specifications; determine if additional client documentation is required due to pricing or representative changes
• Identify compliance issues, recommend resolutions, and escalate to management/internal partners as needed; proactively follow up on incomplete/non-compliant items
• Build and maintain strong relationships with internal and external stakeholders by responding to inquiries (phone/email), providing updates on case submissions, and supporting firm-level activities (mergers, acquisitions, transfers)

Third Party Support Analyst

• **Job Summary****The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.**
• **Key Responsibilities****- Provide technical support via phone, email, chat, or ticketing systems**- Troubleshoot hardware, software, network, and system-related issues**- Diagnose problems and implement effective solutions in a timely manner**- Escalate complex or unresolved issues to higher-level support teams**- Document incidents, solutions, and troubleshooting steps in support systems**- Install, configure, and maintain systems, applications, and devices**- Assist with system upgrades, patches, and routine maintenance**- Monitor system performance and proactively identify potential issues**- Educate users on best practices and proper system usage**- Collaborate with cross-functional teams (IT, engineering, product teams)

Technical Support

• The Cynet Support Team provides expert technical support to global customers and is responsible for: Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
• Working closely with customers to ensure full deployment, optimization, and ongoing support.
• Creating supporting documentation and knowledge base articles for customers.
• Delivering formal remote training sessions and hands-on guidance to Cynet customers.
• Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
• Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
• Understanding customer needs and contributing feedback to help shape and improve the Cynet product.

Technical Support Engineer – T2

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s)
• Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies
• Assess client needs and make configuration recommendations
• Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification
• Diagnose reported issues through root cause analysis

Principal Support Engineer, Genesys Cloud Managed Services

• Manage the end-to-end process of service delivery and operations - both upstream with tier 1 carrier partners and downstream with customers
• Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services, as well as post-activation support to resolve faults and address customer queries
• Design and configuration VoIP deployments
• Act as a technical escalation point for voice engineering team members
• Provide ticketing support by troubleshooting network faults and service issues, and ensure timely callback and ticket updates
• Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service to customers
• Demonstrate strong technical aptitude to understand complex issues, resolve high-level fault conditions, and support diverse network technologies
• Identify knowledge gaps and define necessary team resources, including recommending training courses and sourcing external trainers where required
• Collaborate with engineering teams to develop hardware support documentation, troubleshooting guides, and training materials for the company product suite
• Work with the in-house development team to improve workplace tools, automation, and customer self-service options to enhance support efficiency
• Provide after-hours on-call support for escalations to management and corporate support teams, and handle scheduled out-of-hours work requests for internal and external stakeholders

Technical Support Manager

• Provide **Level 1 technical support** via ticketing system, phone, and remote sessions.
• Troubleshoot and resolve issues related to:
• - Microsoft 365 administration (**Exchange, Teams, SharePoint, OneDrive**)
• - **Intune** device management and endpoint compliance
• - **Windows and macOS** operating systems
• - **Unifi networking** (gateways, switches, access points)
• - **Basic networking** (VLANs, VPNs, IP configuration)
• - **Active Directory**
• - **Virtualization** (Hyper-V or VMware)
• - **Google Workspace administration**
• Support collaboration tools such as:
• - Microsoft Teams
• - Zoom
• - Slack
• Manage **user onboarding and offboarding**, including:
• - MFA / Conditional Access setup
• - Device enrollment
• Escalate complex issues to **internal senior technicians or local field technicians** when necessary.
• **Monitoring & Maintenance**
• Monitor alerts via:
• - **Intune**
• - **Microsoft Defender**
• - **UniFi dashboards**
• Apply patches and updates through:
• - **Intune**
• - **Windows Update for Business (WUfB)**
• Ensure device and network security alignment with:
• - **CIS benchmarks**
• - Applicable **compliance frameworks**
• Document incidents, resolutions, and preventive recommendations in internal systems.
• **Compliance & Documentation**
• Maintain documentation in **Hudu** and per-client compliance systems, including:
• - SSPs
• - CRMs
• - Policy repositories
• Adhere to **HIPAA and CMMC data security protocols** and company confidentiality requirements.
• Support **data backup and disaster recovery operations** using:
• - **Veeam**
• - **Acronis**
• Document customer IT environments, including:
• - Network diagrams
• - Asset inventories
• - Configuration notes
• Create **internal knowledge base (KB) articles** for recurring issues and solutions.

IT Support Technician

• Provides dedicated first-line support for the NetSuite helpdesk queue
• Delivers timely and high-quality assistance to users
• Independently manages day-to-day support requests
• Troubleshoots functional issues
• Serves as a reliable extension of the internal team while supporting ongoing business operations

NetSuite Support Analyst

• Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication.
• Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions.
• Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem-solving.
• Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable).
• Work closely with Technical Escalation teams by providing high-quality reproduction steps, diagnostics, and clear summaries of impact and urgency.
• Contribute to testing and product improvement activities to ensure enhancements meet customer expectations.
• Support customers across strata workflows including communications, reporting, invoicing/arrears, meeting processes, maintenance workflows, and accounting-related functionality as relevant to Strata Master’s integrated approach.

Support Analyst – Software Support

• Provide end-to-end support across phone, portal, and chat channels within SLA targets.
• Independently troubleshoot issues across: Lease management and tenant workflows, Financial modules (GL, AP, AR, cash management, reconciliations), System configuration, reporting, and data integrity.
• Support and resolve issues related to third-party integrations (e.g. MyBuildings, Nexus), including: Data synchronisation issues and failures, Interface errors and mismatched transactions, Cross-system validation and reconciliation.
• Use SQL queries to investigate data issues, validate outcomes, and identify root causes.
• Manage tickets independently, prioritising effectively with minimal supervision.
• Communicate clearly and proactively with clients, owning issues through to resolution.
• Collaborate with Product, Engineering, and Integration teams as needed.
• Identify recurring issues and contribute to continuous improvement initiatives and knowledge base content.

PMX Software Support Analyst, SQL

• Deliver outstanding technical support via emails, phone calls and chats;
• Take ownership of technical issues reported by customers and triage them as needed;
• Analyze and resolve customer inquiries containing technical issues or feedback;
• Follow procedures for proper escalation to relevant internal teams and key stakeholders;
• Maintain accurate records of failures, maintenance activities, and bugs;
• Contribute to and maintain the company’s support knowledge base and related documentation;
• Ensure compliance with the company’s Service Level Agreements (SLAs);

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IT Support Engineer

IT Support Engineer

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Technical Support Engineer – Business to Business

Customer IoT Delivery Specialist, Technical Support

Technical Support Engineer – III

Product Support Engineer

Technical Support Engineer II

Business Support Analyst

Support Engineer

Third Party Support Analyst

Technical Support

Technical Support Engineer – T2

Principal Support Engineer, Genesys Cloud Managed Services

Technical Support Manager

IT Support Technician

NetSuite Support Analyst

Support Analyst – Software Support

PMX Software Support Analyst, SQL

L2 Technical Support Consultant, Fluent English