• Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer • Prioritize the troubleshooting process and properly manage time • Ensure policy, organization, and device configuration were verified by L1 • Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc. • Verify accurate integration configuration • Gather all information needed for cases of bug escalation as provided by customer • Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc. • If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem • If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket • Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope • Prompt, accurate follow-up to tickets and support calls • Ability to flourish under limited supervision • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.) • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)

CGS is seeking a dedicated Senior eDiscovery Technical Advisor to join a fast-paced and hard-working team to assist with any legal accounts. As an eDiscovery Technical Advisor, you will play a key role in supporting various aspects of the company's portfolio. Provide expertise in identifying, preserving, collecting, processing, and producing ESI in support of civil and criminal litigation, select FOIA requests, Congressional requests, and other inquiries. Provide expertise specifically in criminal discovery support to include identifying, preserving, collecting, processing, and producing ESI. Serve as the expert technical user of the available electronic discovery applications, which include Enterprise Vault, Discovery Accelerator, Legal Hold Management Tool (LHMT), and the Veritas eDiscovery Platform. Work with the litigation team to develop a discovery plan which documents the electronic discovery search parameters (e.g., date range, key words, and custodians) for a particular case. Use electronic discovery software applications to collect data from various FBI storage locations on FBI IT systems (e.g., MS-Exchange servers, shared drives, desktops, text and instant messages) in accordance with the discovery plan. Analyze search/collection results for data gaps. Administer data inputs into an electronic discovery review platform (i.e. eDP), which includes: Creating cases Adding collected source data Handling user access rights Uploading data logs De-duplicating collected source data Identifying data gaps Merging/verifying data Assuring electronic discovery production quality in Bates numbering and load file creation Creating cases Adding collected source data Handling user access rights Uploading data logs De-duplicating collected source data Identifying data gaps Merging/verifying data Assuring electronic discovery production quality in Bates numbering and load file creation Coordinate electronic discovery collection results with FBI units responsible for processing discovery for review/redaction/release. Adhere to policies and technical procedures for use of available electronic discovery software applications and provide agency attorneys, paralegals, and other users of the FBI's electronic discovery review platform with training and other technical assistance. Provide information and advise on instructions regarding the FBI's process for identifying, preserving, collecting, analyzing, and organizing ESI, including the use of electronic discovery software programs. Provide ad hoc support to end users of the electronic discovery review platform repository. Document electronic discovery plans and procedures for each individual case. Facilitate requests for legal hold implementation, amendment, and/or lift that are submitted by various requesters in LHMT. Provide eDiscovery collections on criminal cases.

• You will serve as the front line for our customers to deescalate and solve technical issues the customer will call in for. • Have a strong background in using OVRC remote management. • Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as: • ISP modems • Network topology • Video Distribution • Multiroom audio, wired and wireless solutions • Home theater configurations. • TV, Media players, cable boxes, etc. • Surveillance • Thermostat integration and troubleshooting • Power management • Smart Lighting; centralized and wireless • This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs. • Strong communication skills: The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed. • Participate in beta testing of new products and solutions, providing actionable feedback to product teams.

• Provide exceptional remote-based support for mission-critical SAP applications • Research, troubleshoot and support multiple SAP global clients • Analyze bugs and defects in the production environment within SLA timelines • Coordinate with technical developers and other module consultants based on issue nature • Support the assessment of change requests and propose solutions • Ensure compliance with the client's IT processes and internal time tracking