Role Description The Advanced Resolution Center Technician Tier II is an advanced technical position called upon to solve data, VoIP and managed services issues within the Client Services department, handling escalated calls as needed. The ARC Transport – II representative will analyze, troubleshoot and resolve all technical physical issues for repair related, and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers. Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for customers. - Investigate data and VoIP issues including verification of configuration settings (static vs. dynamic), Firewall settings, bridge mode vs PPPOE, etc. - Monitor real-time data activity via SolarWinds while responding to all VoIP, data and/or transport outages. - Possess advanced knowledge about the functionality of standard data products including broadband, fiber, PBX, PRI, and hosted platforms. - Utilize the 7 data layers in troubleshooting client trouble reports and perform troubleshooting diagnostics through to resolution. - Act as a primary liaison between approved vendors, back office departments, and client sites to ensure timely and efficient deployment and repair of services. - Manage availability across rotating shifts, including weekends and holidays. - High ability to multitask with inbound calls while managing ticket buckets with regular communication and updates. - Respond to complex inquiries and complaints, investigating the situation and following each transaction through to completion. - Perform other duties as assigned. Qualifications - 4-6 years of data technology experience and 2+ years of VoIP/telephony experience, or equivalent education/certification; Associate's degree or higher preferred. - Strong understanding of telephony technologies across broadband, fiber, and VoIP services. - Experience scheduling and coordinating resources and/or vendor appointments. - Excellent computer, typing, and time management skills with a high degree of reliability and attention to detail. - Strong oral and written communication skills with the ability to present information and respond to questions across all levels of the organization. - Solid interpersonal skills with a customer-focused mindset and sensitivity to customer needs. - Strong analytical and problem-solving abilities, with the capacity to troubleshoot issues to resolution. Requirements - Availability across rotating shifts, including weekends and holidays. - Ability to multitask with inbound calls while managing ticket buckets. Benefits - Competitive salaries. - Access to our 401(k) profit sharing retirement plan. - Paid holidays, vacation, and sick leave. - Voluntary group medical, dental, and vision insurance. - Company paid life and disability coverage.

IT Support Technician (This is a remote position open to applicants residing in TX, NM, AZ, CO or KS) Job Description Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues. This position performs repairs to software or peripheral equipment configurations, following design or installation specifications. Support Technicians escalating issues to senior staff members. The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must. Occasional training of end users and new team members is required. Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment. Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability. Attention to detail is required to complete tickets in accordance with company standards. The desire to learn and the ability to absorb new skills and information are key to this position. Requirements - Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism - Communicating effectively with co-workers cross-functionally via Microsoft Teams - Extraordinary focus on customer service - Keen ability to problem solve - Ability to interact in a variety of situations, including customer service, orientations, training, and networking - All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities. - Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, and Open Arrest for any Criminal Offense, and Family Violence Convictions. Get to the EDGE—where Everyone Deserves Great Experiences!   IronEdge is the premier IT solutions provider for small-to-medium sized businesses. We love what we do, and our team loves working together to eliminate the frustration companies face with technology. As a service-centric company with a culture that always puts people first, IronEdge is dedicated to providing a fun, fulfilling and inclusive environment where teammates can excel in their specialized roles. Our company’s core values are built upon the strong foundation of teamwork, continuous learning, integrity, courage and ownership, guiding everything we do at IronEdge. With a great team comes great achievements and we’re proud to share that IronEdge has been recognized as a Great Place to Work® Certified™ company. Our award-winning team is honored to be recognized among the tech industry’s leading MSPs and named to esteemed lists such as the CRN MSP 500 and Channel Futures MSP 501 year after year.   Benefits - IEG pays a portion of employee premiums for Medical, Dental, and Life Insurance - Vision Insurance - AD&D Insurance - Short-Term and Long-Term Disability Insurance - Flexible Spending Account and Health Savings Account - Flexible Time Off plus Holidays - Matching 401k - At IEG, everyone deserves great experiences! Salary Range $38,000 to $42,999 (Nonexempt)

Overview マイクロソフトのカスタマー・サービス＆サポート（CSS）部門は一貫したサポート体験を提供することですべての人や組織との信頼を構築する組織です。CSSでは、お客様とパートナーにおける問題の迅速解決と起こりうる将来の問題を事前に阻止することで、マイクロソフト製品への投資からより多くのことを達成できるようにお手伝いします。 私たちのデジタルトランスフォーメーション・プラットフォーム（DTP）グループでは、デジタルトランスフォーメーションの途上にある世界中の顧客に対して、国際水準のサポートを提供しています。私たちは、データ分析、人工知能とIoT、ビジネスインテリジェンスとPower BI、SQL、Dynamics 365、Power Platformなど、幅広い技術に関するサポートソリューションを提供し、顧客のMicrosoftへの信頼を高め、ビジネスパフォーマンスを向上させます。 このポジションは働き方の柔軟性が高く、最大で100% まで在宅勤務が可能です。 マイクロソフトのミッションは、地球上のすべての人と組織がより多くのことを達成できるようにすることです。我々は成長への強い意志を持って他者を強化するための革新に取り組みながら、協力することで共通の目標を達成していきます。私たちは日々、敬意、誠実さ、そして説明責任といった価値観に基づいて、誰もが仕事やそれ以外でも成功できるよう、多様性を受け入れる文化を創造しています。 With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide differentiated and connected customer experience. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency. Responsibilities 顧客の課題解決 チーム内外で協力しながら、トラブルシューティングツールを用いてお客様の技術的問題を確認、調査し、解決まで導きます 準備 - チームメンバーとのコミュニティに参加し、トレーニングと準備を通じて専門的な技術を発展させます - 製品/プロセスの改善 - 製品の潜在的な欠陥を特定し、より上級のエンジニアにフィードバックを提供することで、マイクロソフト製品の改善に貢献します Response and Resolution You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices Readiness - You participate in communities with peer delivery roles - You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness Product/Process Improvement You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements Qualifications 必須要件 - 3年以上の技術サポート、技術的なコンサルティング、または情報技術の経験または、コンピューターサイエンス、情報技術（IT）、関連分野の学士号と1年以上の技術サポート、技術コンサルティング経験、または情報技術の経験 - ERPシステム（Dynamics、SAP、PeopleSoft、NetSuite ERP、Oracle ERP Cloud、Epicorなど）の経験 - 小売業界に関する知識と理解 - 小売業界での下記のようなERP関連の経験 - - X++、C#、OOBの知識に加えて、デザインパターンの概念知識 - （例：リクエスト、レスポンス） - Webスタック開発の知識、JavaScript、TypeScript、HTML5などの経験 - Microsoft SQLまたはその他のデータベース技術に関する知識 - IISへの理解、ウェブサイトに発生する問題へのトラブルシューティング、Fiddlerまたはその他のネットワークモニタリングツールを使用したHTTPレスポンスのトラブルシューティングの経験 歓迎要件 - 顧客対応のサービス業務における2年以上の経験 - 優れた顧客サービス、正確で論理的な問題解決能力 - 技術文書の作成経験、トレーニングの提供やメンタリングを通じ他者との知識共有の経験 - 読み書き（技術文書を含む）、会話を含む優れたコミュニケーションスキル - 職場での対人関係スキル - 学習と個人的・職業的発展への情熱 - クラウドでの顧客との作業経験（例えばMicrosoftクラウド製品や他のクラウド管理システム） - 現在のMicrosoft IT認定が望ましい（例：MCSE、MCSA、MCSD、MCTS） - 工学、ビジネス管理、管理情報システム、コンピュータサイエンス、コンピュータ情報システム、コンピュータエンジニアリング、工業工学の学位 語学力 - 日本語 ：ビジネスレベル以上の日本語能力。読み書き会話。 - 英語 ：読み書きが可能で、日常会話ができる中程度の英語力。 Required Qualifications - 3+ years technical support, technical consulting experience, or information technology experience OR bachelor’s degree in computer science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience - Experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and/or related experience - Experience in ERP working in one or more of the following Retail-Technology areas: - A good understanding of RETAIL industry - X++, C# and OOB knowledge, in addition to Design patterns concept knowledge (i.e. Request, Response) - Web stack developer knowledge, JavaScript, TypeScript and HTML5. - Good knowledge of Microsoft SQL or other related Database technologies - A solid understanding of IIS, troubleshooting website issues, HTTP responses using Fiddler or other Network Monitoring tools Experience in one or more of these areas desirable - 2+ years in a customer facing service role in any capacity - Strong customer service, accurate and logical problem solving - Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring - Excellent Communication Skills - verbal, listening, and written (including technical writing). - Interpersonal and relationship skills proven through work experience - Passion for lifelong learning and personal and professional development - Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System - Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS) - Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering, Industrial Engineering Language Qualification - Japanese Language: fluent in reading, writing and speaking. - English Language: confident in reading and writing; moderate spoken English skills This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

• Serve as the primary contact for internal employees experiencing system issues or requesting application support. • Manage incident tickets from initial contact through resolution, ensuring timely responses based on service levels agreement. • Communicate technical concepts clearly to non-technical business users. • Provide regular status updates to stakeholders during issue resolution. • Maintain professional, empathetic communication during system outages or user frustration. • Immediately identify and escalate major incidents (system-wide downtime, major performance issues) following established procedures. • Learn company applications and business workflows through training and guided and exploratory testing. • Guide users through standard processes and basic troubleshooting steps. • Reproduce reported issues in test environments to validate problems and gather details for development teams. • Use basic SQL queries to locate and interpret user data related to reported issues. • Document all user interactions, solutions, and escalations for knowledge sharing and audit purposes.