Role Description - Provide Level 2 technical support for enterprise customer relationship management (CRM) and marketing technology platforms. - Serve as an escalation point for issues unresolved by Level 1 support, ensuring timely and effective resolution. - Manage, troubleshoot, and resolve incidents and requests through an IT Service Management (ITSM) ticketing system. - Support platform access management, user onboarding and offboarding, permissions, and configuration. - Troubleshoot complex technical issues related to platform functionality, integrations, and user workflows. - Collaborate with engineering, marketing, and business teams to resolve issues while minimizing operational disruption. - Act as a primary support contact for marketing and communications stakeholders. - Provide training, guidance, and best practices to users on CRM and marketing platforms. - Assist with platform rollouts and increased support requirements related to new initiatives or feature adoption. - Document resolutions and maintain support documentation and knowledge base content. - Communicate clearly with distributed technical and business teams, ensuring alignment and expectation management. - Follow established support processes, operational procedures, and security policies. - Contribute to continuous improvement of platform support and operational efficiency. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

• Provide technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers • Work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions • Develop and aid in the development of sustainable solutions to address customer needs • Interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes • Travel up to 50% is required. • Provide technical support for the ALFO Branch Offices on an as needed basis • Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc. • Identify all technical risks and assist local site team members in risk mitigation planning • Assist in project commissioning planning for complex projects to support local project teams as required • Provide integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings • Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers • Participate in the creation and updating of the training content for Field Engineers • Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers • Create and maintain standard work instructions in accordance with the Operations Manual guidance • Provide local training and guidance that is aligned with ALFO standard work and best practices • Assist in the interview process for the hiring of Field Engineer Supervisors and Field Engineers as requested • Assist local management in mentoring Field Engineer Supervisors and Field Engineers

• Respond to and resolve technical support tickets within defined SLAs. • Diagnose and troubleshoot complex issues related to workload automation and system integrations. • Analyze, validate, transform, and reconcile environmental data during migration. • Ensure accuracy and integrity even when source and target platforms had partial compatibility. • Perform root cause analysis and implement preventive measures to reduce recurring incidents. • Collaborate with development teams to escalate and resolve bugs or system defects. • Participate in the on-call rotation to provide support for critical incidents. • Create and maintain scripts (PowerShell, Bash, Python) to automate routine tasks and improve efficiency. • Document solutions and contribute to the internal knowledge base for future reference. • Monitor system performance and proactively identify potential issues. • May assist with minimal solution engineering or product demos on an ad-hoc basis (limited time commitment). • Provide clear and professional communication with clients during issue resolution.

• Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. • Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues. • Understanding of how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections. • Provide timely responses to customer service inquiries via product ticket system. • Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat). • Collaborate with team members to provide resolutions to customer inquiries. • Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes. • Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue. • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores. • Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software. • Other duties as assigned.