• Provide phone and email based problem solving and fault finding support for installers and customers • Generating cases via CRM to track and resolve customer enquiries • Answering technical product enquiries • Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently • Developing, updating and managing technical documentation for commissioning of our products • Assist in developing the technical support process of the business • Assist in Sales Exhibitions and Trade Fairs • Liaise with Technical Support International

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: MBI (T2) Job Family: IT Infrastructure and Operations Job Qualifications: Skills: Incident Handling, Incident Management, Incident ResponseCertifications: NoneExperience: 5 + years of related experienceUS Citizenship Required: No Job Description: Role Overview The Help Desk Lead / Senior Engineer plays a critical role in establishing, managing, and optimizing a comprehensive help desk to support the implementation and long-term sustainment of an Electronic Health Record Modernization (EHRM) system for a large federation. This role is responsible for designing and overseeing operational and technical processes that enable effective issue resolution, triage, escalation, and support at scale. The Help Desk Lead / Senior Engineer will collaborate closely with stakeholders across the organization to build a mature, high-performing support function aligned with organizational goals. Core responsibilities include workforce and capacity planning, knowledge management, training program development, quality assurance monitoring, and business continuity and disaster recovery planning. The role also enforces Service Level Agreements (SLAs), develops performance metrics, and produces analysis and reporting used to inform decision-making at all levels. This role additionally manages changes to project scope, schedules, and methodologies. The Lead documents and analyzes proposed changes, prepares materials for leadership review, and coordinates project plans to support deployment and ongoing operations of help desk technologies. The ability to craft and deliver executive-level presentations is essential. This role is remote with 25% travel to nationwide VA sites. Work Visa Sponsorship will not be considered for this position. Key Responsibilities Help Desk Leadership & Operations - Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities. - Design and implement operational processes, technical workflows, and tiered support structures. - Establish and maintain issue resolution, triage, and escalation protocols. - Develop and oversee Service Level Agreements (SLAs), response times, and quality metrics. - Lead workforce planning, staffing models, and scheduling to ensure adequate coverage. - Implement knowledge management systems and training programs for help desk personnel. - Build and maintain business continuity and disaster recovery plans. - Conduct quality assurance reviews and implement continuous improvement measures. Program & Project Management - Address changes to project scope, schedules, and methodologies; document and assess proposed modifications. - Prepare change documentation for presentation to client leadership to support informed decision-making. - Create detailed project plans for help desk operations and supporting technologies. - Collaborate with cross-functional teams to ensure integrated planning and coordinated implementation. - Monitor project timelines, deliverables, risks, and dependencies. Stakeholder Engagement & Executive Communication - Work closely with program leadership, technical teams, and operational stakeholders. - Develop and deliver executive-level presentations, reporting on progress, performance, risks, and recommendations. - Maintain alignment across diverse stakeholder groups, ensuring clarity and shared expectations. Reporting, Metrics, & Tools - Develop dashboards and operational reporting to evaluate help desk performance. - Track SLA compliance, ticket trends, issue resolution times, and quality indicators. - Utilize tools and methodologies for issue management, monitoring, and reporting. Minimum Skills & Qualifications - Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support for health desk oversight and resolution response for EHR implementation - 3+ years of direct incident management and incident response operations experience supporting EHR activities for a software as a service (SaaS) managed EHR solution - Proven experience with large-scale system implementations - Strong background in help desk operations and technical support management - Ability to develop and present executive-level materials - Strong analytical, communication, and organizational skills - Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support outcome-based functional capability of an assigned workstream across any phase of EHR implementation - 3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a software as a service (SaaS) managed EHR solution Preferred Skills & Qualifications - Program governance, risk/issue register management, stakeholder alignment - Experience with Cerner cutover coordination - Familiarity with help desk workflows in healthcare or government settings - Experience with electronic medical record (EMR/EHR) implementation for large federated environments - Expertise in system implementation, deployment, and sustainment activities Work Environment - Work Location: Washington, DC (Remote / Hybrid) - Travel Requirements: Up to 25% - On-Site Percentage: 0% - Remote/Hybrid with optional travel up to 25% - High collaboration across technical, operational, and leadership teams - Fast-paced environment supporting mission-critical system implementation and sustainment efforts OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. The likely salary range for this position is $124,093 - $158,125. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Everyone who is passionate about innovations wants to make the world a better place. That is exactly what we are doing at Utorg. While developing innovative fintech products where traditional finance and blockchain technology meet, we are building a gate that opens multiple opportunities for both — users and businesses. We are an international team of young and ambitious professionals united by a passion for innovations and belief in the decentralized world. And now, we are looking for an Customer Support Specialist (L1/L2) who will strengthen our team and contribute to the success of our products and the bright future of Web3. Key responsibilities: - Handling support tasks with control over resolution or escalation through the ticketing process. - Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction. - Communication, monitoring and assistance to merchants. - Collaborating with other departments to address customer tasks and issues. - Expanding and maintaining an internal knowledge base to keep it up to date. - Work schedule 2/2 (night shifts 20:00 to 8:00 UTC+2) Required skills: - Proven experience in a similar customer support role within fintech, crypto environments. - English language proficiency at least B2+ level since we communicate with our customers in English. All communication with customers is via text, no voice chats. Also Russian language - spoken level C1 or higher, with strong written skills (able to write clearly and correctly). - Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliche as it sounds, it's important qualities since we are building financial products and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why. - Strong knowledge of crypto payment processes and ability to analyze complex cases, disputes, and escalations. It's cool if you have: - Experience with Zendesk, Intercom, and Jira. - Diploma or Bachelors in STEM or business-related fields. - Touched crypto in some way - either via buying some BTC, or participating in airdrops, or something similar. Why join the company? • Work with cutting-edge fintech product • Flexible remote work • Competitive salary with regular reviews based on your growth and contribution • Opportunities to deepen your expertise and expand your skills in international fintech products • Clear career paths: vertical growth within the team or horizontal moves across departments

Patrique Mercier Recruitment FR is excited to present an exceptional opportunity for a Romanian Player Support Specialist based in Sofia, with fully paid relocation. This role is ideal for individuals passionate about gaming and dedicated to delivering outstanding support to players. As a Player Support Specialist, you will assist Romanian-speaking players, ensuring they receive prompt and effective assistance to enhance their gaming experience. Responsibilities - Provide high-quality support to Romanian-speaking players through multiple channels such as email, chat, and support tickets. - Resolve account-related issues, including login problems, account recovery, payments, and inquiries. - Maintain accurate records of customer interactions and issues within the support ticketing system. - Communicate clearly with players about game policies, procedures, and updates. - Collaborate with cross-functional teams to escalate and resolve complex player concerns. - Stay updated on the latest game features, updates, and community trends to offer knowledgeable assistance. - Assist in refining support processes and workflows to improve overall player satisfaction.