This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area. - Provide advanced technical support to end users in both remote and on-site client environments, serving as a senior escalation resource rather than front-line support. - Own and resolve complex, escalated technical issues, ensuring timely remediation and long-term stability of client systems. - Administer, configure, patch, and maintain Windows and macOS operating systems across client environments. - Deploy, configure, and support endpoint hardware, peripherals, and associated infrastructure in alignment with client standards. - Evaluate user and system requirements, diagnose underlying issues, and implement preventative and proactive measures to reduce repeat incidents. - Interact with clients in a professional, consultative manner, both remotely and on-site. - Operate independently with minimal supervision while meeting performance, quality, and SLA expectations. - Manage and prioritize technical requests submitted via ticketing systems, phone, and email, with a focus on escalations and higher-complexity work. - Maintain accurate and up-to-date technical documentation, including system changes, configurations, and procedures. - Ensure the security, integrity, and confidentiality of client data at all times. - Develop user-facing documentation such as operational guides, reference materials, and best-practice instructions. Qualifications - Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services. - Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more. - Have familiarity with Microsoft Dynamics applications. - Exhibit strong career ambition with a clear drive to achieve long-term professional goals. - Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills. - Maintain a proven record of executional excellence and consistent high performance. - Bring 4+ years of experience in customer service or the service industry. - Bring 4+ years of experience providing technical support. - Possess at least 2 years of Managed Service Provider (MSP) experience. - Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications. - Maintain a valid driver’s license, reliable vehicle, and active insurance. Benefits - Check out our Referral Program! The Squires Group will pay you for every qualified professional that you refer and we place. - If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. - For more information, go to https://bit.ly/squiresreferral .

• Who are weKora is the marketplace for everything payments. We offer a robust payment API for payment collections, disbursements and conversions for businesses anywhere in Africa. • Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers. We are committed to delivering reliable, secure, and easy-to-use digital financial solutions to every single customer with a guarantee that it is improving their lives. To achieve this mission, we need people like you. • As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries. In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

• The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email. • Manage backup and disaster recovery support tickets promptly and document customer interactions. • Serve as the first contact with customers who need technical assistance via the phone or email. • Perform troubleshooting using different diagnostic techniques and creative thinking. • Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems. • Provide quick resolution and excellent customer service. • Redirect unresolved matters to the next level of support. • Provide information on related IT products or services. • Keep records of problems and their solutions. • Follow up with customers and meet prescribed SLAs. • Provide feedback on processes and make recommendations on areas to improve. • Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. • Perform fixes to Windows server and cloud systems. • Perform post-resolution follow-ups with Level 2 technicians and customers as necessary. • Assist with other customer issues and internal projects as required.

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles