• To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests at 3rd line, within agreed Service Levels and with a focus on continually improving Customer Experience across the Discovery global user community. • Actively support ongoing Shift-Left Initiatives to ensure improved capabilities within Remote Support, Service Desk and optimized Level Zero support offerings. • Act as a project resource for all Technology Service Project Roll Outs, Service Improvements and New Service Take-Ons. • Ensure the clients required IT functionality is met with no redo of work. • Resolve logged tickets according to the service Level Agreement. • Work within a team to contribute to the Department’s service delivery. • Contribute to the overall team performance by meeting individual SLA each month. • Escalate problematic incidents timorously. • Support to back-office teams with all outages at main office/ Franchise offices and Satellite offices. This includes but is not limited to Networks, Audio Visual, Data Centre, SRMT, Security. • Liaising with 3rd party vendors. • Complete all projects or tasks successfully within the time frame assigned. • Travel and support of regional Franchise office’s including Discovery Stores and qualifying remote sites. Duties include but not limited to desktop support, server support and maintenance, data centre support and maintenance, site moves, new site setups and remote support.

Role Description The HSI Systems Solutions Architect I provides advanced technical support and customer service to existing customers utilizing the safety management system. As a subject matter expert in the system’s capabilities and limitations, this role assists clients in effectively implementing, updating, and maintaining their configured sites. The Solutions Architect I collaborates with software developers and cross-functional support teams to resolve customer issues and proactively recommend product enhancements that improve system performance and user experience. - Continuously expand technical knowledge of HSI product solutions, tools, and systems - Act as a technical resource with deep understanding of company products, data architecture, and APIs - When required, meet with customers to identify tailored solutions based on individual needs - Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates - Assist or lead internal and paid customer projects as the primary technical resource - Collaborate with the implementation team to configure and populate LMS site data in alignment with client requirements and project timelines - Conduct thorough quality assurance reviews to ensure all LMS implementations meet defined specifications and maintain high standards of accuracy and functionality - Assist EHS and CMS implementation & platform sync teams in implementation tasks as needed - Investigate, resolve, and/or escalate to development advanced technical support issues, including system bugs and urgent customer concerns - Provide detailed guidance and support to customers in executing system modifications and task implementations tailored to their specific needs - Support, maintain, and document software functionality and standards compliance - Perform data and system audits to ensure accuracy, consistency, and proper data mapping - Review discrepancy reports and investigate data outliers - Create improved methods for reviewing system data and functionality - Maintain accurate records of all activities in Salesforce - Ensure customer tickets are closed within company Service Level Agreement (SLA) - Communicate product quality assurance issues and track their resolution - Collaborate with Product and Development teams to scope, test, and improve tools and features - Demonstrate strong analytical and problem-solving abilities - Effectively manage multiple tasks and competing priorities - Share solutions to complex challenges and proactively seek opportunities for improvement - Perform additional tasks and projects as needed, including those outside the scope of normal job functions Qualifications - A Bachelor’s Degree in a related field. An Associate Degree and 3+ years of relatable experience may be substituted for a Bachelor’s Degree - 2+ years of experience consulting with end-users and sales to determine system configuration needs - Administrator experience with a Learning Management & Safety Management System is highly preferred - Familiarity with databases is a plus - Intermediate to advanced skill set in Microsoft Office, previous experience working with advanced Excel functions - High interest in technology and strong technical aptitude Competencies - Demonstrates creativity and analytical problem-solving skills to develop effective solutions and drive continuous improvement. - Readily adjusts to changing circumstances, integrates new information, and responds to evolving customer needs with minimal resistance. - Evaluates granular components to understand their broader impact on customer configurations and overall system performance. - Quickly absorbs new information, actively seeks to understand customer pain points, and applies insights to improve outcomes. - Effectively guides customer decisions by identifying business challenges and presenting tailored, value-driven solutions. - Exhibits strong organizational skills and time management, ensuring high-quality work with attention to detail. - Demonstrates deep knowledge of company products and services, confidently recommending the most appropriate solutions for each customer scenario.

• Provide timely, accurate, and professional technical support via phone and email to contractors, end users, and distributor partners for a range of products (e.g. residential HVAC, light commercial systems, VRF), ensuring high-quality customer experience. • Diagnose and troubleshoot product issues across product systems through structured resolution steps. • Interpret system feedback and operating data (e.g., error codes, fault histories, control board indicators, and reported performance conditions) to support accurate issue identification. • Utilize GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or equivalent) to review system data and identify potential performance issues to support troubleshooting. • Provide technical documentation and guidance, including wiring diagrams, submittals, capacity tables, installation instructions, and control configuration support. • Assist customers with installation, startup, and operational questions within a remote support environment, ensuring adherence to product specifications and best practices. • Escalate complex or unresolved issues to Product Specialists or Engineering teams, providing clear and thorough documentation of troubleshooting steps and findings. • Collaborate cross-functionally with Service, Engineering, Manufacturing, and Parts teams to support issue resolution and information sharing. • Maintain accurate and detailed case records, including reported symptoms, diagnostic steps performed, data reviewed, and final resolution or escalation path. • Demonstrate self-directed problem-solving by leveraging technical documentation, knowledge bases, and internal tools prior to escalation. • Ensure case documentation supports cross-functional visibility and efficient escalation.

• Provide excellent customer service via phone and chat in Spanish and English • Greet customers, verify accounts, listen carefully, and show empathy • Troubleshoot internet, Wi-Fi, and basic device issues (Level 1–2 support) • Use tools such as Freshdesk, Sonar CRM and other internal systems • Document all interactions accurately and follow procedures/SLAs • Escalate complex issues to senior technicians when needed