Company Description We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers. We place candidates on a permanent, full time basis (no contract or contract-to-hire positions). Job Description Tier 2 IT Support Technician (MSP) – Remote (West Coast Only) We’re looking for a sharp, experienced Tier 2 tech who actually enjoys digging into problems and figuring things out. This isn’t a “reset passwords all day” role — you’ll be the person tickets get escalated to when things aren’t obvious and need real troubleshooting. If you’re the type who hates leaving loose ends, takes pride in solving weird issues, and doesn’t need your hand held, you’ll fit right in. What you’ll be doing: - Own and resolve escalated support tickets across a range of client environments - Troubleshoot everything from workstation issues to network hiccups to cloud weirdness - Work through intermittent issues (the fun ones nobody else can pin down) - Support Microsoft 365, Azure, Windows environments, and common business apps - Jump on remote sessions with users when needed and actually fix the problem - Document what you did in a way the next person can follow - Keep tickets moving — we value momentum and clean queues What we’re looking for: - Solid MSP experience (this is non-negotiable) - Strong troubleshooting skills — not just following scripts - Comfortable working across networking, systems, and cloud - Experience with tools like RMM/PSA platforms (ConnectWise, Autotask, etc.) - Good communication — you don’t need to be salesy, just clear and helpful - Ability to manage your time and workload without someone checking in every hour The role: - 100% remote, but you must be based on the West Coast - You’ll be supporting clients in that time zone, so hours align accordingly - Fast-paced environment, but not chaotic — we care more about getting things right than rushing and redoing them If you like being the person who actually fixes things — not just passes them along — this is a good spot for you. Qualifications MSP Experienced West Coast based Additional Information All your information will be kept confidential according to EEO guidelines. - Compensation: USD 65000 - USD 75000 - yearly

Company Information Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience. Job Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include: - Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets - Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes - Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP) - Provide exceptional tier I product support and solutions to external users’ problems and requests - Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution - Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally - Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented - Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience - Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents - Work with and as a team, to provide world class support to end users and customers Qualifications - Associates degree and at least 1 years’ experience in a busy, customer-focused IT support role, or equivalent experience - Ability to work Monday to Friday, 12:00 PM to 9:00 AM ET - Proven ability to solve problems in a logical, quick, and efficient manner - Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective - Effective work prioritization and the ability to work under pressure - Outstanding verbal and written communication skills - Driven customer service ethos - A keen interest in IT, from home hobbyist to IT professional - Knowledge of Windows 7, 8, and 10 - Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.) - Experience with basic networking and Wi-Fi preferred - An understanding or hands-on experience with SQL and/or JSON a plus - Cisco CCNA or Microsoft MCSE a plus - Experience using an MDM or remote monitoring & management tools preferred - Experience working with vendors and/or integration partners preferred Additional Information Clinical Ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com ​

• Provide an outstanding customer service experience via phone to identify issues reported by customers and guide them toward a resolution; • Clarify questions about product features; • Assist with system operation difficulties and perform fixes that do not involve programming.

• Suporte Especializado: Realizar o suporte dos produtos do time plataformas, garantindo o atendimento consultivo aos clientes e usuários; • Resolução de Problemas: Investigar a causa raiz de incidentes, buscando e aplicando soluções eficazes para as demandas apresentadas; • Análise de Dados: Utilizar comandos SQL para consultas e manipulação de dados necessárias para o diagnóstico de erros.