The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY Location: Remote in any United States jurisdiction not excluded from this job advertisement. We're looking for a Technical Support Specialist Tier 2 to solve technical issues, diagnose complex software and system problems, and ensure timely resolution of incidents! Apply today to join a mission-driven team supporting critical healthcare technology environments within the Department of Veterans Affairs (VA). Position Description: The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure timely resolution of incidents. Minimum/General Experience: 3 years of information technology experience Minimum Education: High School Diploma Essential Skills/Qualifications: - Strong understanding of web-based software products, systems, and cloud platforms (e.g., Azure, AWS) - Strong proficiency in troubleshooting tools, logs, and diagnostic methods - Strong experience with operating systems (e.g., Windows, Linux) - Strong experience with ticketing systems (e.g., ServiceNow (SNOW), Jira) - Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), firewalls) - Ability to read and interpret system logs or error reports - Excellent written and verbal communication skills - Strong problem solving and analytical thinking skills - Ability to work independently on complex issues - Experience with scripting or automation (e.g., PowerShell, Bash, Python) (preferred) - Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments (preferred) - Experience with Tier 2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness (preferred) - Knowledge of VA operations (e.g., VistA, Telehealth and Scheduling) (preferred) - Knowledge of Electronic Health Record (EHR)/Electronic Medical Record (EMR) systems (preferred) General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.  - Assignment Location - Remote - Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  - Typing, communicating, repetitive motions.  - Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.  - Inside environmental conditions with protection from outside elements.  Security: Ability to obtain/maintain a Federal Civilian Public Trust - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years Federal Civilian Public Trust Consists of a review of up to but not limited to: - Covers 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check- Attendance and Degrees Acceptable Credentials Tasks/activities include, but are not limited to: - Investigates and resolves technical issues escalated from Tier 1 support - Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications - Documents issues, solutions, and root causes in the ticketing system - Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues - Provides guidance and mentorship to Tier 1 Support agents - Identifies recurring problems and recommends process or product improvements - Assists with system updates, patches, and configuration changes - Communicates clearly with customers regarding progress and resolution - Follows Service Level Agreements (SLAs) and ensures timely ticket handling - Participates in on-call activities when required Compensation & Benefits: The annual projected pay range for this position is $45,000.00 - $50,000.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify

• Investigate and troubleshoot complex technical problems • Provide root cause analysis and high-quality technical support • Liaise closely with internal teams to reproduce and resolve issues • Identify trends or recurring technical issues and drive improvements across systems and processes • Identify areas for improvement and propose solutions to make our products and services better • Act as the highest technical escalation point within the Support team • Mentor and coach support team members on technical skills • Participate in customer discussions where special care, coordination and technical leadership are required • Participate in hiring and onboarding new technical support staff • Review and improve support playbooks, KB articles and troubleshooting documentation

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! The Division: Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long term partnerships with the clubs we serve. The Role:   We are looking for a high-energy, service-driven Product Support Technician to join our Contour team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels.  This is a full-time, virtual support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing virtual training, adapting to new systems, and providing exceptional support with speed and empathy.  Requirements:   You bring a strong foundation in customer support and technical troubleshooting—ideally in contact centre software, club operations, or the hospitality industry. More importantly, you bring:  - Technical aptitude – Comfortable navigating software, understanding system architecture, and troubleshooting issues in real time.  - Relevant experience – Prior exposure to customer product support in software, hospitality, or club environments.  - A growth mindset – Willingness to learn new tools, adapt to evolving customer needs, and succeed in a virtual training setting.  - Adaptability – Thrives in dynamic environments, open to feedback, and ready to take ownership of challenges.    Key Responsibilities:  - Customer Support & Issue Resolution: Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed.  - Product Knowledge & Guidance: Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.  - Cross-Functional Collaboration: Work with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations.  -  Process & Documentation: Track and document all support activity using internal systems. Maintain detailed records and knowledge base updates.  - Service Support & Member Experience: Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience.  - Client Satisfaction & Continuous Improvement: Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.  Skills & Qualifications:  Core Competencies (Must Have)  - Excellent communication skills – Clear, professional verbal and written English to explain technical concepts to clients and colleagues.  - Customer service experience – Proven background in customer support or helpdesk roles, with a passion for solving problems and delivering value.  - Technical troubleshooting ability – Confident diagnosing software, network, and system issues with a logical, methodical approach.  - Organizational strength – Skilled at managing multiple priorities, tracking open tickets, and ensuring follow-through.  -  Adaptability & resilience – Able to learn quickly, stay calm under pressure, and adjust to new systems or workflows.  -  Soft skills for service excellence – Active listening, empathy, patience, and a client-focused mindset that builds trust and satisfaction.    Technical Proficiency:  - Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset  - Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset  - Experience with Microsoft Office, CRM systems, and basic HTML is an asset  - Understanding of VMware or Hyper-V is a plus is an asset  - Exposure to PowerShell scripting is an asset  Education & Experience:  - Experience in software support, hospitality, club operations, or similar industries is highly desirable  - 3-5+ years in technical support, customer service, or helpdesk environments  - Bachelor’s degree in computer science or a related discipline  - Familiarity with ticketing systems and support platforms  - Knowledge of basic accounting concepts  What You’ll Bring:  - Client Focus – A service-first mindset with empathy and accountability  - Technical Curiosity – Eagerness to learn how things work and solve problems  - Flexibility – Comfort with evolving tools, systems, and service standards  - Professionalism – Discreet, courteous, and reliable in every interaction  Work Schedule & Availability:  Training Period: 9 AM – 5 PM EST (6 PM – 3 AM PKT)   Post Training Schedule Availability: Must be open to work a rotating 24/7 shift including weekends and after-hours as business needs require.  Exciting Benefits we offer: - Market-leading Salary - Medical Coverage – Self & Dependents - Parents Medical Coverage - Provident Fund - Employee Performance-based bonuses - Home Internet Subsidy - Conveyance Allowance - Profit Sharing Plan [Tenured Employees Only] - Life Benefit - Child Care Facility - Company Provided Lunch/Dinner - Professional Development Budget - Recreational area for in-house games - Sporadic On-shore training opportunities - Friendly work environment - Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

Role Description The South Carolina (NG) 911 team is seeking Field Technician Support II to provide technical support to Public Service Answering Points (PSAP) in South Carolina. The tasks include: - Installation, configuration, maintenance, and servicing of communications systems and equipment, servers, workstations, and associated electronic equipment at PSAPs. - Telecommuting from home office and client sites. - Reporting to a Field Services Supervisor at Comtech. Responsibilities include: - Resolve operational issues in the field in coordination with the Network Operations Center by going on-site to PSAPs for technical support, troubleshooting, and repair; escalating issues as needed. - Provide on-call coverage (weekday nights and all day on weekends). - Perform on-site preventive maintenance tasks (cleaning, inspections, and repair) for all workstations, servers, and equipment as scheduled. - Support the deployment of new customer sites (PSAPs) as well as move/changes of existing PSAPs that form part of the Next Generation 911 system. - Coordinate with subcontractors. - Participate in construction meetings with general contractors and representatives of the customer. - Function as the technical lead on-site and supervise subcontractor personnel during PSAP site deployments/moves. - Perform the installation, configuration, and testing of various electronic equipment according to established checklists and procedures (equipment includes routers/switches, managed PDUs, Windows workstations, IP telephones, IP to serial converters, among others). - Provide timely and accurate project status updates to the management team and the customer. - Update work status in web-based ticketing system (tracking preventive maintenance work as well as troubleshooting work). - Maintain inventory and spare equipment stock. - Participate in special projects as required. Qualifications - 3-5 years of related experience in the installation, configuration, and testing of IP networking equipment and systems. - Effective communication skills. - Familiarity with Windows, Linux, server virtualization, Cisco routing/switching preferred. Requirements - The work is typically performed at customer site locations, which requires proper safety precautions. - Work requires some physical effort in the handling of materials, boxes, or equipment. - Occasional overtime may be required as needed to support on-call or other business needs. - Personal vehicle is required; company pays mileage based on IRS published rates. Education - Associate level in technical field (networking, IT, workstations), or the equivalent combination of education, technical certifications, training, or work experience. Benefits - This position requires compliance with Comtech’s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. - Employees may be subject to random, reasonable suspicion, and post-incident testing. - Illegal drug use — including marijuana, regardless of state law — is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.