• Competent contact for end users and IT staff from our customers' PACS teams on technical questions regarding the use of our image data management solutions • Independently handle and resolve customer inquiries and incidents in 1st-level support for our cloud and archive solutions as well as frontend servers and applications • Technical remediation of incidents in 2nd-level support within our archive applications and on frontend servers • Analytical approach: perform root-cause analyses and work cross-departmentally to remedy incidents • Monitor services and applications on internal and customer systems • Responsible for operating and managing the archive applications in our data centers • Actively contribute to the continuous improvement of our support and operational processes

Role Description As an IT Support Engineer I, you will use your knowledge and specialized skills to implement technical solutions and provide high quality support for computer hardware, operating systems, or enterprise application software across sites in a defined geographical area. You are able to determine when it is appropriate to deviate from a standard practice to accomplish the desired result. You can troubleshoot and solve straightforward problems that do not have defined SOPs. Qualifications - 4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience - Bachelor's degree - Experience in IT client, server, and network service delivery Requirements - 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience - 2+ years of troubleshooting in a multi-user high availability environment experience - 2+ years of PC repair, troubleshooting, deployment and liquidation experience - 1+ years of IT client, server, and network service delivery experience - 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience - 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience - 2+ years of supporting and maintaining a corporate network environment experience - High school or equivalent diploma - 2+ years of computer networking experience - Experience supporting video conference and teleconference equipment Company Description

Role Description The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting. - Handling customer technical support cases through telephone, webchat and email submission - Evaluating networking system and security systems through assessing compatibility of hardware with existing programs - Troubleshooting networks, switches, routers, and network performance issues - Maintain client confidence by keeping their information confidential - Update CRM tickets and manage escalations to the engineering team - Account maintenance of Deep Sentinel Customers, including scheduled health checks and developing relationships with key clients - Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel - Evening and Weekend availability is required Qualifications - 3+ years of tech support experience - Experience with remote troubleshooting - Experience with HubSpot or similar CRM - Help desk/Technical: 3 years - 1 year experience with Power Over Ethernet (POE) Requirements - 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE - Experience with Linux-based operating systems Benefits - Earn up to ₱65,000

• Darás seguimiento constante a las solicitudes de soporte hasta su resolución, cumpliendo con los KPIs de tiempos de respuesta y solución establecidos. • Acompañarás a los proveedores durante los distintos eventos de las cuentas, asegurando su participación efectiva. • Monitorearás eventos, generando reportes y manteniendo una comunicación constante con el área de negociación. • Brindarás soporte al supervisor y al equipo de Vivo Care en las aplicaciones que te sean asignadas. • Serás un punto de referencia para el equipo, aclarando dudas y compartiendo información clave cuando se requiera. • Crearás manuales y guías rápidas que faciliten la atención a clientes, la capacitación y la adopción de herramientas. • Liderarás sesiones de soporte durante la adopción de la herramienta para las cuentas que lo necesiten.