Support Engineer

• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determine requirements and/or root cause of technical issues by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work with other engineers, account managers and developers
• Provide and contribute information such as fault triage and training materials
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)

Technical Support Associate

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Deliver friendly, professional technical support via phone and remote tools.
• Troubleshoot Windows PCs, networking issues, and Uniguest software.
• Diagnose technical problems and guide customers to successful resolutions.
• Collaborate with teammates to resolve complex issues and share knowledge.
• Create a positive customer experience with every interaction.

Technical Support Representative – Tier I

• Provide high-level technical support to end users, ensuring prompt resolution of IT issues.
• Handle complex incidents and mentor junior support staff.
• Collaborate with various teams to implement IT improvements.
• Lead and take ownership of the end-user device vulnerability management process, including system patching and auditing.
• Identify and implement automation opportunities within Microsoft Intune.
• Manage the full lifecycle of hardware and software support escalations.
• Play a key role in integration projects, including the migration and consolidation of internal tools.
• Manage employee IT onboarding and offboarding workflows and asset tracking.

Senior End User Support Engineer

• Provide Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve Windows, Microsoft 365, email, VPN, and application-related issues.
• Diagnose hardware, software, network, and connectivity problems.
• Support remote and onsite users across multiple locations.
• Escalate unresolved issues to Tier III support, engineering teams, or vendors as necessary.
• Manage incidents and service requests through the ITSM platform (e.g., Atlassian/Jira).
• Meet established SLA and KPI targets.
• Document troubleshooting steps, root causes, and resolutions.
• Prioritize support requests based on business impact and urgency.
• Create, modify, and disable user accounts and groups in Active Directory and Azure AD.
• Manage password resets, permissions, group memberships, and access requests.
• Support identity and access management processes.
• Support Microsoft 365 applications including: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assist with mailbox management, licensing, and user provisioning.
• Deploy, configure, and support desktop and laptop systems.
• Utilize endpoint management tools such as: Microsoft Intune, SCCM/ME, Autopilot, Lansweeper.
• Follow corporate cybersecurity policies and procedures.
• Support MFA enrollment and troubleshooting.
• Assist with endpoint security initiatives and vulnerability remediation.
• Report security incidents and potential risks.
• Participate in technology refreshes and hardware deployments.
• Support office moves, expansions, and onboarding initiatives.
• Assist with testing and implementation of new technologies.
• Contribute to process documentation and knowledge base articles.

IT Support Analyst II

• Provide onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime.
• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
• Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Assist in maintaining and checking the health of systems and backups to include restore testing.
• Monitor ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets.
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met.
• Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
• Provide inventory support and input to the provided inventory system for the customer.
• Responsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requests.
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
• Conduct or provide new equipment deployments and/or requested deployment support.
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets.
• Analyze functional business requirements and design specifications for functional activities.
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met.
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.

Network Support Technician – Government

• Input PoS data: menu items, prices, discounts, employee credentials, venue layouts, etc.
• Adhere to strict standards for maintaining system data integrity
• Diagnose device malfunctions including: software, hardware, and peripheral accessories
• Author end-user guides to improve understanding & usability of the system for operators
• Test new versions of software frequently and thoroughly
• Document frequency of issues and escalate systemic problems accordingly
• Establish processes for completing support tasks with improved accuracy and timeliness
• Lead on-call helpdesk hotline during peak support times
• Provide exceptional customer service to users with varying technical aptitude
• Travel to venues for software implementations and support

Venue Applications Support Analyst

• Provide positive and professional technical support to Canon customers via phone
• Analyze complex issues to answer questions, troubleshoot, and advise on solutions
• Promptly identify, research, and resolve customer inquiries using all available software and network tools
• Interact with customers and team members simultaneously to expedite call resolution
• Make prompt, accurate business decisions that mutually benefit the business and the customer
• Document interactions and resolutions in our easy-to-use applications
• Assist customers using our Total Care approach in making a purchase decision and completing their order on the Canon website

Technical Printer Support Representative I, Inkjet

• Oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers
• Act as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and customers
• Equip the TSS team with adequate tools and training for customer device uptime and maintenance
• Set strategic objectives for technical support organization
• Hire, onboard, and coach technical support team
• Establish warehouse repair program with adequate processes, tools and resources
• Model exceptional service to customers and serve as point of escalation
• Balance and optimize team workload
• Drive initiatives to maximize customer uptime
• Travel with TSS team to provide training, coaching and assist with case coverage
• Enter and investigate customer complaints
• Work closely with Contracts team for Service Agreement sales

Senior Manager, Technical Support

• Takes direction/supervision from management
• Responds to client inquiries
• Provides technical support to users
• Configures and supports hardware, software, and networks
• Assists in procuring new equipment and disposing of old equipment as needed/directed
• Travels to other locations as needed/directed

IT Support Analyst

• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems.
• Researches and resolves problems and errors which may include those related to fraud support and internet operations.
• Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures.
• Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues.

Healthcare Technical Support

• Act as the dedicated technical lead for enterprise customers, spearheading the resolution of complex cloud issues and Microsoft Azure integrations.
• Architect and develop sophisticated performance telemetry dashboards using web development tools to provide customers with proactive system stability insights.
• Collaborate directly with cloud engineering and solutions architecture teams to advocate for customer needs and drive issues through the development lifecycle.
• Provide strategic guidance on database customizations and operational best practices to enhance software effectiveness and business alignment.
• Manage high-priority support cases with rapid response times, ensuring enterprise-level service delivery and continuity across complex workflows.

Enterprise Support Engineer

• Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services.
• Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educate clients on our products and services.
• Act as an empowered liaison between the company’s external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Assist in deployment to customers.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.
• Identify the needs of customers, resolve issues, and provide solutions.
• Assist in user profile setup inventory look up and card stock balance issues.
• Maintain expertise on company policies and the website for FAQs or policy related answers.
• Maintain thorough ticket logs of conversations with the customer.
• Write and submit escalations when issue is not resolved in a timely manner.
• Following established procedures, and reporting newly discovered issues.
• Enhances organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

Tier 1 Technical Support Specialist

• Assist cross-functional teams with the sustainment of multiple integration lab configurations
• Interface with external IT consultants and contractors relative to troubleshooting technically complex processes and projects
• Receive multi-tier support calls and enter trouble tickets into database
• Provide remote support for off-site customers
• Attend program team meetings to form an understanding of SIL (Software Integration Lab) needs
• Engineer SIL solutions based on Software requirements
• Fabricate wiring required to install hardware components
• Check event logs for servers, firewalls and alerts
• Provide complex PC hardware/software setup, support and repair
• Install desktop OS and application patches
• Advanced LAN troubleshooting, infrastructure support (wiring, soldering, troubleshooting and connectivity)
• Analyze customer organizational needs and contribute to the resolution of a wide range of computer problems
• Participate as a multidisciplinary production team member
• Design, implement, maintain, and improve electrical instruments, equipment, facilities, components, products, and systems for commercial, industrial purposes

Senior Associate, Tech Support Engineer

• **Are you the one we’re looking for?**
• Diverse Computing, Inc. is looking for a highly driven Technical Support Representative to join our technical support team. This is a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched customer support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success.
• The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a passion for helping. Someone with an interest in continuously learning about our clients, products, networking, and security.
• **Get to know us a little.**
• At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit.
• Imagine working for a company where you get to take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren’t just catch phrases… they are part of our everyday reality, and, yes, we’re proud of it!

Technical Support Representative I

• You’ll play a critical role in delivering reliable, real-world technology solutions across bp’s retail network, with opportunities to expand your skills in support, networking, cloud-connected systems, and large-scale deployments.
• As a System Support Technician at bp, you will partner with Technology and Business team members to perform PC Support at the Travel Center Sites.
• This role is responsible for troubleshooting issues, maintaining IT equipment, and delivering exceptional customer service in a fast-paced, remote environment.
• This role focuses on supporting imaging and break fix of both new and existing PCs, laptops, printers and other misc devices in use at the Sites.
• The System Support Technician will ensure all solutions meet business expectations and compliance standards.
• Staging, deploying, asset management and daily break-fix support of PCs and Laptops.
• Ability to provide operating system support, various business applications used in day-to-day site business environment.
• Ability to work in a team environment.
• Ability to clearly communicate professionally with technical and nontechnical personnel.
• Demonstrate professional behavior including language, actions, and attire.
• Ability to troubleshoot and coordinate vendors to maintain low-voltage cabling (data, voice, and IT infrastructure).
• Advanced computer skills.
• Intermediate networking skills.
• Intermediate data infrastructure knowledge.
• Ability to reliably access transportation for travel to office.

System Support Technician

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences.
• Own customer technical issues end-to-end, from initial report through to resolution.
• Provide timely, clear progress updates to internal teams and customers throughout the resolution process.
• Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content.
• Review and elevate content created by team members to maintain quality standards.
• Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability.
• Provide strategic input to inform development infrastructure, technical processes, and the product roadmap.
• Proactively manage support activities and escalations for assigned enterprise accounts.
• Facilitate and lead effective client meetings focused on support activities and outcomes.

Enterprise Technical Support Analyst

• Provides quality support to users by responding to end user inquiries and resolving problems associated with telecommunications networks, computer hardware and core business applications.
• Isolates problem source and works with the internal telecommunications, system operations, application development and vendors to resolve problems.
• Follows up with users to ensure problem resolution.
• Develops and maintains documentation of all activities.

Gateway Support Technician

• Provides technical support to end-users for PC, server, hardware, or software applications
• Work closely with other IT groups to provide first line technical support
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information

IT Support Technician III

• Provide comprehensive remote and in-person technical support to students, faculty, and staff, addressing issues related to hardware, software, and university systems.
• Utilize advanced troubleshooting techniques to diagnose and resolve a broad range of technical problems effectively.
• Actively participate in team projects aimed at improving support processes and enhancing service delivery within the university's IT framework.
• Collaborate with other IT teams to resolve a wide range of customer issues.
• Assist in the development of training materials and documentation to facilitate knowledge transfer.
• Maintain detailed and accurate documentation of support interactions, troubleshooting steps, and resolutions to ensure high-quality service continuity.
• Review and update existing support documentation and knowledge base entries to reflect current practices and solutions on a regular basis.
• Monitor and analyze recurring technical issues to identify opportunities for system improvements and preventative measures.
• Collaborate with senior staff in the implementation of system updates and upgrades, ensuring minimal disruption to users.

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