• Provide Level 1 technical support, triaging and resolving support tickets in line with SLA targets • Manage and prioritise incoming support requests, escalating to senior team members where appropriate • Support customer deliverables and project tasks as directed by team leads • Maintain accurate documentation of issues, resolutions and knowledge base articles • Contribute to continuous improvement of support processes and customer satisfaction • Contribute to the agility and automation agenda under the guidance of team leads • Support the development and maintenance of automation workflows using Power Platform and other tools • Assist with testing, deployment and documentation of new automation capabilities • Help maintain and support the A&O Business Hub platform and related integrations • Develop scripting and automation skills through hands-on project work • Work collaboratively with team members across UK, India and Kenya

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals • Manage ticket queue to ensure timely resolution • Provide customer support using remote connection software • Professional Spanish fluency is required • Provide thorough documentation on each customer interaction • Prioritize ticketing system flow by following SOPs and KB articles for resolution • Meet or exceed KPI goals • Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

• Demonstrate technical leadership by managing end-to-end process of content delivery • Effectively synthesizes content written and verbally • Proactively manages communication and expectations with team members, clients and cross functional teams • Provide ongoing support and expertise for CIRCANA solutions, data questions, story building, and troubleshooting • Provide coaching and feedback to team members to aid in development • Work closely with functional teams (e.g. Product Management, Support, Sales) to ensure customer needs are being prioritized and addressed appropriately • Collaborates with virtual and diverse teams (i.e. offshore and onshore) • Exhibits humility and curiosity with team members to drive engagement • Provides escalation support for internal client teams and delivers executive communications • Drives transformation for clients, focusing on change management aspect to ensure smooth transitions • Accountable for ensuring all change events and client deliverables are on time and accurate • Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives • Strives to break down barriers internally to drive increased performance and efficiency

Role Description Our Apprentice Technician level 1 must be organized, an effective communicator (both written & oral), and willing to learn in order to effectively provide support in calibration/instrumentation and preventative maintenance. This role will be under the tutelage of our Training & Technical Manager and work with cross-functional internal teams. - Provide calibration, preventive maintenance, and repair under the tutelage of Training & Technical Manager/a qualified Service Technician. - Support all equipment serviced by Company (including various gravimetric, volumetric, pressure, temperature, and electrical measuring devices, HEPA-filtered devices, Biological Safety Cabinets, Clean Benches, Chemical Fume Hoods, and Cleanrooms). - Additional support services are to be provided. Qualifications - Minimum high school diploma or GED. - No prior experience or training in calibration and instrumentation. - Maintain a valid driver’s license with good driving record. - Computer literate. - Proficient in all Microsoft Office suites. - Understand and follow written and verbal instructions. - Inclinations in electronics and electrical. - Professional appearance and demeanor. - Positive attitude and excellent work ethic. Requirements - Ability & willingness to use various modes of transportation (including but not limited to air transportation). - Capability of driving extensively in and around the states of LA/TX to customer sites. - Technical/mechanical aptitude. - Skills in: - Problem Solving - Customer Service - Cost Consciousness - Organizational support - Adaptability - Dependability Physical Demands & Work Environments - Continually required to stand. - Continually required to walk. - Frequently required to sit. - Continually required to utilize hand and finger dexterity. - Occasionally required to climb, balance, bend, stoop, kneel, or crawl. - Continually required to talk or hear. - Continually required to utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. - Frequently required to lift/carry equipment with weight ranges between 6-50 lbs. - Occasionally required to lift 25+ lbs. overhead. - Frequently required to push or pull tool cart up to weight of 200 lbs and equipment of 1,000 lbs. with assistance. - Occasionally working extended periods of overhead work while standing on a ladder. - Frequently work around fumes, airborne particles with proper PPE. - Frequently exposure to infectious materials. - While performing the duties of this job, the noise level in the work environment is usually quiet to moderately loud.