• Handling customer support calls/requests • Providing end-user support for computers, operating systems and applications, network connectivity, printers and peripherals • Managing and documenting tickets in the ticketing system • Communicating and coordinating with vendors and other support tiers • Reviewing and updating documented information

• Support Engineering exists to resolve technical issues and educate customers by answering questions • Work with customers to troubleshoot and solve reported issues • Contribute to improving product and handbook documentation • Observe trends causing issues for our customers and suggest remedies • Suggest improvements for team onboarding and customer experience

• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. • Equipment being monitored includes Cisco routers, Brocade switches, AeroHive /Juniper Mist access points and switches, and Data Center components. • Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved. • Acts as the initial point of triage and escalates events accordingly. • Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. • Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely. • Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency. • Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary. • Manages and correctly processes all inbound emails from vendors, customers, and internal sources. • Provides inbound support for Zayo voice services through all available inbound support channels. • Other duties as assigned.

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible. The Technical Support Engineer for Leica Biosystems is responsible for providing technical support via phone or email by diagnosing, troubleshooting, repairing, and debugging electromechanical equipment, computer systems, complex software, or networked and/or wireless systems. This position reports to the Supervisor of Technical Support Engineer-PI Team, and it's a part of the Customer Technical Support team located in Vista, CA/Deer Park, IL and will be fully REMOTE. In this role, you will have the opportunity to: - Drive high-impact technical support by resolving complex installation, upgrade, and migration challenges for Digital Pathology Imaging applications and hardware through phone, remote, and email channels. - Partner with customers and stakeholders by clearly communicating application functionality, features, and best practices to end users and server administrators, enabling confident adoption and optimal system use. - Strengthen team performance and service quality by maintaining precise case documentation, sharing expertise, and collaborating effectively to achieve shared support and customer success goals. ​The essential requirements of the job include: - Bachelor's degree with 1+ years of relevant experience OR Associates degree with 3+ years of relevant experience. - 1+ Years of demonstrated strong experience and working knowledge of the following server components and technologies: - IIS/Apache web servers, Microsoft SQL Server and relational databases, Windows Server OS, Networking concepts. Proficiency in command-line tools (CMD, PowerShell, PuTTY)​ Travel Requirements: - This position requires up to 15% flying and/or driving travel, which may potentially include overnight stays.​ It would be a plus if you also possess previous experience in: - Theoretical and practical application of specialized information to computer systems analysis, programming, and/or image processing applications. - Medical devices, applications, and/or regulated environments. Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. At Leica Biosystems, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide. The hourly range for this role is $30.00-$40.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus/incentive pay. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. #LI-AP1 #LI-Remote Good to have bi-lingual or multi lingual candidate. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The U.S. EEO posters are available here. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or applyassistance@danaher.com.