Support Engineer

• Develop full-stack business applications using Python and the Anvil framework
• Design and implement innovative solutions, particularly within the AWS ecosystem
• Collaborate with consultants and industry specialists to solve client challenges
• Identify opportunities to create new service offerings and technology solutions for Baker Tilly clients
• Contribute reusable components and best practices that accelerate future development efforts

Technical Support Specialist

• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery.
• Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation.
• Perform daily operational support activities to maintain service levels and operational effectiveness.
• Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues.
• Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution.
• Collaborate with business and technology teams to resolve production-related issues.
• Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
• Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems.
• Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases.
• Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations.
• Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency.
• Adhere to established operational procedures, service level agreements, security requirements, and company policies.

• Serve as the primary escalation point for complex technical issues involving KHS machinery.
• Manage inbound customer and technician calls and emails related to machine faults, performance issues, parts clarification, service scheduling, and urgent downtime events.
• Coordinate issue resolution by routing to the appropriate internal teams, regional service managers, or engineering resources as required.
• Act as a liaison between U.S.-based technicians/customers and KHS GmbH technical support and engineering teams.
• Provide next-business-day follow-up and resolution support for after-hours issues handled by the German Helpdesk or KHS USA Hotline.
• Oversee case documentation, ticketing, and follow-up using TopDesk, MS Teams, and SharePoint.
• Ensure accurate documentation of customer issues, service actions, serial numbers, dimensions, purchase orders, and machine-specific details.
• Continue development and maintenance of the KHS serial number folders and technical documentation databases, including SAP databases.
• Develop and implement systems and best practices to improve efficiency, first-call resolution, and overall customer satisfaction.
• Navigate and support PLC and automation platforms, including: Allen-Bradley ControlLogix PNOZmulti Configurator Rexroth Indramat servo systems.
• Continue expanding technical knowledge across the broader KHS portfolio, including fillers, blow molders, and process equipment.
• Identify opportunities to sell aftermarket products, upgrades, and conversions based on installed base analysis and customer needs.
• Take a proactive sales-support approach by promoting Regional Service Managers (RSMs) and conversions during non-urgent support periods.
• Support the Conversions Project Managers with technical input for complex conversion quotations and feasibility assessments.

Technical Support Manager

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues
• Collaborate with the development team to resolve complex issues
• Document and track customer issues and problems.
• Assist in the creation of support documentation and knowledge base articles.
• Conduct training sessions for customers on software usage.
• Travel approximately 5% of the time to different customer locations and Dematic locations in the United States
• Participate in an on-call rotation during non-business hours

Software Support Engineer

• Provide technical support to customers via phone, email, and chat
• Diagnose and troubleshoot software issues
• Collaborate with the development team to resolve complex issues
• Document and track customer issues and problems
• Assist in the creation of support documentation and knowledge base articles
• Conduct training sessions for customers on software usage
• Travel approximately 5% of the time to different customer locations and Dematic locations in the United States
• Participate in an on-call rotation during non-business hours

• Supports sales, installation & commissioning of Industrial York Process Systems (YPS) Engineered Chiller offerings
• Provide application, engineering, sales, and commissioning support for Industrial YPS Chiller projects
• Compile notification packages for branches responsible for commissioning YPS chiller packages
• Assist or direct commissioning of complex Industrial Process Systems chillers and Enhanced Control Panel Retrofit Projects
• Provide technical and training support to branch field personnel on the commissioning
• Lead scheduled project review/update discussions with internal and external customers

Industrial Process Systems Support Engineer

• Process transactions and facilitates plan/customer data management validating client data and funding while maintaining and creating participant census data.
• Respond to questions from customers, producers, and supporting units.
• Prepares, maintains, reviews, and analyzes plan documents and electronic records ensuring that each customer plan administration is compliant according to the plan document.
• Collaborates with other 401K units to meet client needs while providing sales support from point of sale to ongoing plan administration.
• Supports operations and service teams with quality audits, system testing, and document internal procedures as well as assisting with onboarding and informal training for new associates.

Operations Support Technician – 401k

• Analyze business and technical requirements to identify and recommend effective system solutions.
• Translate business needs into functional specifications, workflows, and design documentation.
• Facilitate solution design discussions and support testing, implementation, and deployment activities.
• Lead and support technical projects through planning, coordination, communication, and implementation.
• Manage the business intake process for technology requests, enhancements, reporting needs, and operational improvements.
• Collaborate with stakeholders to assess needs, prioritize initiatives, and align solutions with organizational objectives.
• Perform data analysis and develop reports, dashboards, and visualizations to support business operations and decision-making.
• Troubleshoot complex system and data issues, including integrations with applications, databases, and third-party platforms.
• Create process documentation, user guides, and training materials, and provide end-user training and support.

Senior Technical Analyst

• Partner with business development and relationship management teams to support client needs and contribute to growth across debit network programs
• Perform interchange analysis, billing research, and account-level reviews to identify issues, recommend actions, and support client decision-making
• Generate and analyze recurring business review data, service metrics, and competitive network insights to measure performance and inform account strategies
• Support issuers and merchants with analysis and recommendations to improve debit payment authorization rates
• Submit, track, and manage project requests to help ensure completion within defined service level agreements
• Coordinate with internal teams across operations, product, finance, and client support to resolve issues and advance client initiatives
• Maintain accurate records, reporting, and documentation using customer relationship management tools and standard business applications

Sales Support Analyst

• Provide solutions to complex system problems and lead others on how to resolve problems.
• Mentor and develop less experienced Service Engineers on all field tools and technology.
• Perform system maintenance on field controllers, servers and workstations, and field hardware.
• Communicate issues and recommend system enhancements, upgrades, and/or repairs.
• Maintain feedback on equipment scheduling and modifications needed.
• Manage assigned work to exceed customers’ time and quality expectations.
• Communicate and document project status and details for the customer.
• Provide site-specific training to owners/operators on the upgrades/service.
• Provide technical support for the Branch Offices on an as needed basis.
• Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers.
• Participate in the creation and updating of the training content for Service Engineers.
• Create and maintain standard work instructions in accordance with the Operations Manual guidance.
• Provide local training and guidance that is aligned with ALFO standard work and best practices.
• Collaborate as a member of internal cross-functional teams to drive timely resolution of customer needs and ensure consistent service experience.

Critical Systems Service Support Engineer

• Travel to Goodwill of South Central Wisconsin locations to provide IT support, maintenance, and consulting services as needed
• Assist senior technicians with the implementation of large or complex systems and technology projects
• Collaborate with IT team members to ensure timely resolution of technical issues across the organization
• Participate in remote and on-site meetings to analyze and resolve software, hardware, and network concerns
• Troubleshoot, diagnose, and resolve a wide range of technical issues with a customer-focused approach
• Partner with staff to identify solutions that support both immediate needs and long-term operational success
• Provide training and guidance for staff on new software, systems, and equipment
• Create and maintain accurate IT documentation and support records
• Support the development, implementation, and migration of new systems and services
• Collaborate across teams to resolve complex technical challenges and share knowledge
• Install low-voltage cabling for small-scale projects as needed
• Track, tag, and maintain inventory of IT equipment and technology assets
• Follow established IT security practices, including reporting suspicious activity and supporting cybersecurity awareness efforts
• Escalate unresolved or complex issues to senior IT staff while maintaining ownership and follow-up communication
• Perform all duties in alignment with Goodwill’s mission, values, and commitment to community impact

IT Support Technician

• 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 problems efficiently and effectively, and process revenue related transactions
• Have extensive knowledge of networking and troubleshooting as well as the ability to talk to IT professionals, USPS/Government, and escalated clients

Technical Support Associate

• 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.

• Administer and maintain Endpoint environments with 3000+ devices, ensuring optimal performance and reliability.
• Proven expertise in managing OS, iOS, Linux imaging, patching, and automated software deployment processes to streamline device lifecycle operations.
• Develop and maintain automation scripts using PowerShell, Linux, or similar tools to improve operational efficiency.
• Experience implementing and supporting endpoint security technologies (BitLocker/FileVault, EDR/AV, MFA, vulnerability management).
• Provide expert support for hybrid and cloud environments, including Microsoft 365, Intune, and Azure.
• Lead complex technical projects and initiatives, driving continuous improvement and innovation in Endpoint management best practices.
• Respond to high-priority incidents, perform root cause analysis, and implement corrective actions to prevent recurrence.
• Collaborate with internal stakeholders to align Endpoint Support strategies with organizational goals and compliance requirements

Senior Desktop & Network Support Analyst

• Provide technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers
• Work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions
• Develop and aid in the development of sustainable solutions to address customer needs
• Interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes
• Travel up to 50% is required.
• Provide technical support for the ALFO Branch Offices on an as needed basis
• Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc.
• Identify all technical risks and assist local site team members in risk mitigation planning
• Assist in project commissioning planning for complex projects to support local project teams as required
• Provide integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings
• Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers
• Participate in the creation and updating of the training content for Field Engineers
• Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers
• Create and maintain standard work instructions in accordance with the Operations Manual guidance
• Provide local training and guidance that is aligned with ALFO standard work and best practices
• Assist in the interview process for the hiring of Field Engineer Supervisors and Field Engineers as requested
• Assist local management in mentoring Field Engineer Supervisors and Field Engineers

Technical Support Engineer

• Investigating and resolving Level 2 product support issues across fixed income processing platforms
• Researching complex problems by reviewing reports, logs, and customer documentation within the application
• Analyzing client issues related to trading, accounting, portals, and downstream data flows
• Supporting client access issues, missing documentation, and data discrepancies
• Monitoring shared support queues and managing assigned tickets based on daily scheduling priorities
• Taking ownership of complex, research‑intensive issues while collaborating on higher‑volume requests
• Communicating findings and resolutions through clear, descriptive written updates
• Providing professional phone support to explain issues, resolutions, and next steps to clients
• Building deep product knowledge of a system that requires extended learning and patience
• Identifying root causes and contributing to knowledge documentation and process improvements

Product Technical Support Analyst II

• Inbound Telephone Support – perform telephone support as scheduled
• E-mail & Chat Support – perform as scheduled
• Skill improvement – continually strive to improve cognitive and customer service skills
• Attend all training classes and complete any exercises assigned
• Assist and educate customers with inquiries related to both software and hardware
• Focus on quality and customer satisfaction
• Clear and thorough documentation of customer interactions required
• Support inquiries include questions related to – Hardware, Software, Wireless communications, OTAP, Account management, Upgrades, Online orders and Industry events
• Willing to fiercely advocate on behalf of and represent the Voice of the Customer
• Research and prepare detailed escalations to second level support
• Review, manage and follow up on open issues as needed
• Project work that includes long and short-term initiatives

Tier 1 Technical Support Representative

• Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
• Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
• Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
• Create and manage vendor support cases on customer behalf.
• Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
• Maintain inventory and monitor health of managed equipment and software, with remote management software.
• Assist with onboarding of new customers and employees.
• Maintain departmental knowledge resources.
• Provide weekly/monthly reporting on trends and activities, if requested.
• Maintain documentation and perform proactive maintenance on customer networks.
• Ensure confidentiality of company and customer information.

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