IT Support Engineer (Tier 2 – Help Desk)  Location: Remote (EST Hours)  Schedule: Monday–Friday, 8:00 AM – 5:00 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

**Remote Support & Troubleshooting** - Resolve customer issues across cloud telephony and AI voice platforms. - Handle helpdesk calls, emails, and tickets with speed and clarity. - Escalate complex cases while maintaining full ownership until resolution. **Cloud & AI System Configuration** - Deploy and configure customer systems remotely, including users, call routing, and integrations. - Set up and optimise AI voice agents and automated workflows. - Test systems thoroughly and document all configurations. **Customer Success & Training** - Provide proactive updates and maintain strong customer relationships. - Deliver remote training and guidance for users of all technical levels. - Create clear reports, documentation, and troubleshooting records. **Collaboration & Continuous Improvement** - Work closely with engineering teams to improve systems and processes. - Support ongoing enhancements to AI voice solutions

• Develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs. • Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses. • Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira. • Troubleshoot technical issues and escalate to senior team members as needed. • Develop technical solutions to help our customers win the digital shelf. • Perform a thorough quality assurance process to ensure the completeness of solutions. • Represent the support team while working multi-functionally with other groups. • Document processes and procedures and assist in training new team members.

Remarque Systems is looking for a Technical Support Specialist to join our Clinical Technologies team. Remarque Systems is a clinical technology company that is passionate about improving drug development using cutting edge software. Remarque is designed to simplify study management and propel innovation by consolidating data and support strategic decision making. What You'll Be Doing: - Investigate and resolve production issues of Remarque Systems software products. - Perform root cause analysis for production errors and recommend improvements. - Collaborate with the support team to ensure efficient issue resolution. - Provide clear and effective communication to users and the support team, offering step-by-step guidance and support throughout the resolution process. - Appropriately escalate production issues that cannot be resolved after analysis. - Participate in the escalation process for unresolved issues and ensure timely resolution. - Create and maintain documentation for common issues. - Collaborate with developers, architects, product owners, and other stakeholders to understand the expected product functionality and customer requirements. - Participate in the technical design of new software components. - Participate in peer code reviews. What We Are Searching For: - Bachelor’s degree (or equivalent) in science, preferably computer science. Demonstrable experience will be considered as a substitute. - Minimum of 5+ years’ experience in large and small-scale system development, integration, and operation within a regulated industry. - Proficient in C# and .NET. - Familiarity with .NET web services patterns and implementations. - SQL Server and Entity Framework experience. - Experience with Angular, Python, XML and JSON. - Experience with unit testing of components. - Experience with code versioning tools and continuous integration. - Proficient in common architectural and design patterns. - Ability to write clean, readable, and easily maintainable code. - Experience working in the life sciences field is highly desired. - Experience in iterative development using agile methodologies. - Proven track record of triaging and resolving production issues on software development projects. Applications must be able to demonstrate tech stack skills to include experience of SQL, Python, C# and .NET in order to align with the Remarque products to be supported. Given the majority of the current team and the user base is located in the US the successful candidate should be receptive to working later hours in order to accommodate some cross over and to ensure they are supported in the role.