Help Desk Support Technician, Tier II Department: Help Desk Employment Type: Full Time Location: BCS365 - Remote Compensation: $29.18 - $35.92 / hour Description The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components. Key Considerations: - Must be authorized to work in the U.S. - This is a full-time, direct hire position. - Schedule: Monday - Friday, 10:00 AM - 7:00 PM (PT) - Must be able and willing to provide local, on-site support in the Scotts Valley, CA area as needed. - Reliable transportation required. - Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. Essential Duties and Responsibilities Responsibilities - Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals. - Function as the first point of contact to the customer for all types of service requests. - Required to be on Phone Support when not actively working a case. - Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to: - Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures. - Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable. - Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures. - Responsible for entering time and all work with proper updates in ticketing system as it occurs. - Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported. - Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.) - Addressing phone related issues (Apple and Android) via Intune or other MDM. - Administering security group permissions on files shares, SharePoint and other applications per policy. - Troubleshoot network connectivity, printer issues, and collaboration applications. - Responsible for technical break/fix support for all ITS Systems currently deployed in production. - Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. - Responsible for administration, maintenance and second level support of back-end global ITS systems. - Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base. - Identification of opportunities for continuous improvement of systems in production. - Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA. - Maintain acceptable KPI’s levels to meet expectations. - Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently. - Data entry may be required for new and active clients on Ticketing system. - Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service). - Onsite work at client locations will be required as needed. - Other duties as assigned. Customer Focus - Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues. - Illustrated diplomacy, tactfulness and empathy when dealing with customers. - Exemplified ability to defuse escalations and high-tension situations. - Well-developed ability to appease customers experiencing service outages and difficulties. - Ability to listen actively and ask clarifying questions to seek understanding. - Experience going above and beyond the duty to delight customers. - Must have a genuine drive for customer satisfaction and retention. Decision-Making and Self-Management - Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. - Skills in troubleshooting, solving problems and root cause analysis. - Excellent organizational and time management skills. - Capability to manage own workload while meeting team goals and business needs of the company. - Proven aptitude to work well in a team or independently with minimum supervision. - Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment. Troubleshooting - Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting. - Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services. Competencies, Skills, and Qualifications Required Certifications, Licenses and Experience - Education: Bachelor’s degree in computer science or related field - IT Experience: 4 years minimum - Previous MSP experience, or experience supporting external customer base - Must have O365 Admin, Azure (AAD) and On-Prem AD experience - Familiar with Group policy and Conditional access policy (CA) - Experience with ServiceNow and Automate RMM - Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology - Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900 - Preferred Certifications: MS 102, AZ 104 or CCNA - Continually advancing your knowledge base through certification courses Physical Requirements: - Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs. - Must be able to use a computer, handle IT equipment, and communicate with customers. Perks & Benefits - Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness - Paid Time Off (Vacation, Holidays, Birthday) - 401k Retirement Plan with Company Match - Peer-to-Peer Recognition - Learning and Development - Pet Insurance - Fun On and Off-Site Events - Referral Bonus Program - Employee Assistance Program

• Owning the problem resolution and working independently to address customer concerns & technical issues in a timely manner. • Driving troubleshooting and complex data analysis of the Akamai platform/services for quick mitigation & prevention of customer issues. • Collaborating and leading communications(emails/calls) with internal+external stakeholders to effectively manage complex situations. • Supporting your peers by prioritizing pooled customer work, ensuring quality handover of work and knowledge. • Enhancing organizational and customer knowledge through technical writing, while continually developing expertise and driving innovation across processes, operations, and technology.

• Dealing with clients (business owners, users of software) and customers • Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers • Working on data tools, and documentation for ticket runbooks and product feedback • Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service - Phone (Internal) and Email (Customers) • Communicate technical solutions to non-technical customers in a clear and concise manner • Report system issues to leadership • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs

Technical Service Specialist - Business Unit: Draeger, Inc., Job-ID: 1171 - - Location: Jacksonville - Function: Service - Work Location: Field Service - Employment Type: Permanent The Job Responsibilities We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”. This position is remote (not reporting to a Draeger facility)- in the field servicing clientele on site in a given radius. You must live within 30 miles of Jacksonville, Florida. Draeger values their employees with a flexible workforce, competitive total rewards including a comprehensive benefits package, generous paid time off program and more.. If you want to be part of an exciting team with strong leadership support, come join our team! We are seeking an experienced technician who provides direct technical field service support for medical equipment at the customer site including installation, maintenance, repair and technical support. - The company provides a vehicle for this role with personal use allowed. - Schedule and perform routine periodic manufacturer’s certification on medical equipment at customer locations in accordance with service contract and company procedures and standards. - Evaluate, diagnose and repair malfunctioning equipment in response to service calls. - Be "on-call" outside of normal working hours to provide emergency service. May provide service via telephone communication. - Install new equipment. Provide technical support for upgrades and other special service programs to support field service activities. - Promote customer satisfaction through proactive, professional communication with the Customer. - Use company supplied laptop to access service dispatch and customer information; document service work performance; extract equipment documentation and diagnostic information; place inventory and parts orders, and perform other electronic data communications and transfers as may be directed or required to effectively perform their job responsibilities. - Manage dispatches and time effectively and efficiently to drive high impact services to Draeger customers. - Support service sales function as needed, i.e. assist with service program communications, communicate and assist with development of legitimate service program leads, etc. - Provide information and feedback to Technical Support and Factory for problem identification and resolution. - Performs other duties as needed and assigned. Your Qualifications Education: - Associates Degree in Electronics , Biomedical Engineering or related discipline or equivalent combination of education & experience. Qualifications - Minimum of 2 years of experience in a technical service capacity requiring electronics/biomedical training - Minimum of 1 year of customer or field service experience required. Strong customer communication skills are necessary for daily customer interaction. - Previous field service experience preferred. - Previous computer networking experience preferred. - A newly hired individual may be classified as a Technical Service Specialist provided that they have a minimum of four years biomedical or field service experience with medical devices and meet the “Special Training or Competence” criteria below. - Must have good communication skills and be able to effectively articulate and communicate company and product information to external and internal customers. - Must be able to read and understand schematics and other diagrams provided for use in repairing, troubleshooting and maintaining Draeger equipment and comprehend technical problems presented and render an effective solution. - Must be proficient in the use of PC applications including MS office suite, and able to use or learn other applications as business dictates. - Demonstrates aptitude for learning new technologies. - Must have a valid drivers’ license and acceptable driving record. - Must be able to travel within territory and willing to travel outside of territory when needed. - Possesses & maintains expert level support for all modalities for which training has been provided. - Demonstrates initiative and is results oriented. #LI-Remote Dräger Benefits At Draeger, Technology for Life means supporting our people in every aspect of their lives. We offer a competitive benefits package that may include: - Medical, dental, and vision insurance - Life, short- and long-term disability coverage - 401(k) with company match - Over 4 weeks of paid time off, plus holidays and parental leave - Flexible spending accounts and employee assistance program Select locations also offer free parking, an on-site gym, cafeteria, and game room. Talk to your Draeger recruiter to learn more! Who we are We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”. Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario. Draeger is an Equal Opportunity Employer. Interested? Please, apply directly through our career portal. We look forward to receiving your application.