• Takes a self-directed role in the support and resolution of technical issues within the installed base • Takes inbound calls and makes outbound calls • Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM • Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills • Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues • Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers

Position Summary When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture, and support bold, eye-catching digital LED display technology and audio systems. Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work, and play. As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none. What will the work look like for me? We are currently seeking a Part-Time Technical Support Technician within our Remote Technical Support team. - Supporting our customers’ requests for technical support, primarily through incoming calls, portal requests, and email conversations, ensuring responsive service and first-time resolutions. - Troubleshooting and solving simple to highly complex hardware and software technical issues using a logical troubleshooting approach with attention to detail. - Collaborate with internal team members to escalate product issues. - Actively create and update knowledge base articles for internal and external uses. - Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions. - Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers. - Consistently support customers with a standard schedule comprised of four 6-hour shifts between 9a-4p (e.g. 9a-3:30p or 10a-4:30p) with an optional 30-minute lunch and one of Monday or Friday off. When will I work? We are hiring two part-time team members, each assigned to one of the following fixed weekly schedules. Applicants may share their preferred option, though schedule placement will be determined by the team’s needs: - Mon-Thursday, 9:00am to 3:00pm CST - Tues-Friday, 10:00am to 4:00pm CST A 30-minute unpaid lunch is optional and will extend the daily schedule by 30 minutes. Where is this opportunity located? Position has opportunity to work from a domestic-based home office. This position is open to candidates eligible to work in the United States. What are the pay and perks? The typical hiring range for this position is $24.00 to 25.00 per hour. The actual offer will consider a wide range of factors, including relevant education, experiences, location, and applicable local legislation. This position is eligible for a subset of our company benefits including, employee discount program, employee assistance program, community donation program, unpaid time off, 401(k), Employee Stock Purchase Plan, leaves, disability, and accommodations. Information about Daktronics benefits can be found on our website Career Opportunities (https://www.daktronics.com/en-us/employment/careers). This information is intended to be a general overview and may be modified by Daktronics at any time. Qualifications To be considered for Part-Time Audio Video Technical Support we require the following: - Associate degree in information systems, engineering technology, computer programming, or similar related fields. Will consider non-technical majors with previous experience demonstrating technical learning ability and aptitude. - Fluent in English, written and verbal. - Applicants must be 18 years of age or older. - Daktronics does not sponsor, renew, or extend immigration visas for this position. Desired traits - Previously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical ability. - Demonstrated experience interacting with a variety of individuals in a positive, professional manner. Previous customer service and/or phone/call center experience preferred. - Exercise discretion, independent judgment, and responsible time management. - Comfortable working independently from a distraction-free home office location. Ready to make an impact? Apply now and start your journey with Daktronics. Daktronics is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

FusionTek is a Managed Service Provider established in 2007, with offices located in the greater Seattle area, Washington, DC, and Tampa, FL. Our innovative team is passionate about IT infrastructure management for small- to mid-sized businesses. As we continue to expand our services, we are eager to find a Tier 3 Support Engineer who embodies our core values: - Teamwork: We achieve our goals collaboratively. - Growth Mindset: We are focused on continuous improvement for our team members and our clients. - Integrity: We operate with transparency and prioritize the needs of our clients. - Ownership: We take responsibility for our work and ensure commitments are fulfilled. In this fully remote position, you will be the backbone of our advanced support team. You will delve into intricate networking environments, enhance infrastructure performance, and assist clients in overcoming critical IT challenges. If you have a strong passion for networking, routing, and switching, and excel in a fast-paced, dynamic MSP setting, we want you to join our team. Here's What You’ll Be Doing: - Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. - Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. - Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. - Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. - Documentation & Best Practices: Maintain impeccable documentation of client networks., configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

Role Description As we continue to expand our services, we are eager to find a Tier 3 Support Engineer who embodies our core values: - Teamwork: We achieve our goals collaboratively. - Growth Mindset: We are focused on continuous improvement for our team members and our clients. - Integrity: We operate with transparency and prioritize the needs of our clients. - Ownership: We take responsibility for our work and ensure commitments are fulfilled. In this fully remote position, you will be the backbone of our advanced support team. You will delve into intricate networking environments, enhance infrastructure performance, and assist clients in overcoming critical IT challenges. If you have a strong passion for networking, routing, and switching, and excel in a fast-paced, dynamic MSP setting, we want you to join our team. Here's What You’ll Be Doing: - Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. - Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. - Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. - Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. - Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting. Qualifications - 3–5+ years of hands-on networking + advanced IT support, ideally within a Managed Service Provider (MSP) environment. - Must reside in Continental United States. - Candidates in Pacific or Central time zones are ideal (but not required). Requirements - CompTIA Network+ (Required) and Cisco CCNA or equivalent (Preferred, or earned within 6 months of hire). - CompTIA Security+, Fortinet NSE4+, SonicWall SNSA. - Microsoft Azure Administrator (AZ‑104) or Microsoft 365 Administrator Expert (MS‑102). - Strong, practical experience with routing & switching, LAN/WAN, VLANs, VPNs, and firewall management (e.g., Fortinet, SonicWall, Cisco, or Meraki). - Experience with Datto Networking (APs, switches) is a major advantage. - Demonstrated ability to recover client data during outages and manage high-pressure DR scenarios. - Hands-on experience with Datto BCDR, Veeam, or Barracuda is a strong plus. - Deep knowledge of Windows Server, Active Directory, Office/Microsoft 365, and virtualization (VMware / Hyper‑V). - Working knowledge of Microsoft Azure and/or AWS. Professional & Soft Skills - Proven ability to work independently in a 100% remote environment. - Strong communication, time management, and proactive collaboration skills. - Ability to explain complex technical concepts to non-technical users with clarity and empathy. - Exceptional written and verbal communication. Benefits - Competitive salary: $85k - $95k/year. - Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics (That's potentially another $13,600 - $15,200 annually). - 100% remote position across all 50 states — ditch the commute and work where you’re happiest! - Comprehensive coverage: Medical, Dental, and Vision coverage. - 401(k) plan with 4% company matching and immediate vesting. - Generous PTO, Paid company holidays, Dedicated Birthday PTO, and additional floating holiday for extra flexibility. - Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications. - Monthly cell phone stipend to support your connectivity needs. - Fun events and opportunities to connect with colleagues.