• Download and organize client energy bills for processing • Accurately enter data into spreadsheets and internal systems • Review systems to confirm invoices are submitted correctly and follow up on discrepancies as needed • Prepare and compile commission reports for the Bookkeeper • Support backend operational tasks to ensure smooth deal closure and team efficiency • Maintain accurate records of client documentation and transaction history • Perform data validation and reconciliation to ensure billing and commission accuracy • Coordinate with operations teams to resolve discrepancies and prevent processing delays • Perform other tasks related to the position

• Respond to customer inquiries via CRM tickets, email, chat, and phone in a timely and professional manner. • Provide clear and concise information regarding product features, functionalities, and issue resolution. • Assist customers with setting up complex simulations in our O&M and Construction Design application. • Diagnose and troubleshoot customer issues, providing step-by-step guidance for problem resolution. • Collaborate with the product and engineering teams to escalate and resolve complex issues promptly. • Develop and maintain an in-depth knowledge of Shoreline products to effectively assist customers. • Gather customer feedback to identify areas for improvement and share insights with the product development team. • Drive and support our customers in the implementation of Shoreline products.

• Provide white glove, high-touch technical support to end users across all levels of the organization, ensuring prompt and professional resolution of issues. • Manage the complete employee technology lifecycle including onboarding, role changes, equipment refreshes, and offboarding. • Administer and support Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, Autopilot, and other business critical applications. • Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance. • Manage and maintain copy/print hardware and solutions across office locations. • Oversee IT Asset Management (ITAM) including inventory tracking, deployment, and disposal of hardware and software assets. • Document support procedures, knowledge base articles, and asset records to ensure consistency and knowledge sharing. • Assist IT engineering with various infrastructure projects, migrations, and new technology deployments. • Identify opportunities to improve support processes and enhance the employee technology experience. • Provide support for office openings, relocations, and special events requiring on-site technical assistance.

IT Support Engineer (Tier 2 – Help Desk)  Location: Remote (EST Hours)  Schedule: Monday–Friday, 11:00 AM – 8:00 PM EST   We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results.  As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met.  This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you!  Responsibilities - Serve as a Tier 2 escalations point handling both basic and complex IT issues  - Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services  - Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication  - Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications)  - Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure  - Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction  - Perform root cause analysis to prevent recurring issues and improve overall service delivery  - Escalate unresolved issues appropriately to senior engineers or third-party vendors  - Document solutions clearly to contribute to shared knowledge resources