• Provide IT and OT infrastructure support for APAC sites, mainly remote • Handle escalated and complex technical issues related to infrastructure • Support and participate in regional IT/OT infrastructure projects • Ensure consistency, stability, and performance of network, server, and endpoint environments • Collaborate with Global Service Desk, vendors, and Regional IT teams • Maintain technical documentation and support knowledge sharing initiatives

Title: Technical Support Representative I (Remote), 12-Week Temp Location: United States Job Description: HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team! HME is currently looking for a Technical Support Representative, Temporary (12 weeks), 100% remote, for our call center. The Call Center is open Monday through Friday from 5 AM to 7PM and Saturday through Sunday from 7 AM to 3:30 PM/PST. Candidates must be willing to work a flexible 40-hour work week, and reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role. What you will do in the position: - Answer incoming calls from customers and installers - Provide operation, troubleshooting, maintenance, and installation support - Promote and maintain positive customer relations - Provide troubleshooting and repair support to installers and customers over the telephone - Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities - Administer service programs to effectively correct service issues - Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting - Prepare and maintains daily logs and records - Identify and makes recommendations for product improvement - Training will be provided What you will need to succeed in this position: - Prior customer service and/or troubleshooting experience in a call center or office environment is preferred (minimum of 12 months) - Excellent verbal and written communication - Proven excellent attendance history in your previous employment - Computer literacy in various applications including e-mail, MS Office Suite, and customer databases - Must have flexibility with shifts, including weekend coverage Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. At HME you will have the opportunity to learn and grow while developing our future products. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job. The employee must regularly lift and move up to 10 pounds.

• Act as a key layer of support team • Communicate availability to IT Support Associates • Self-sufficient with proactive/reactive tickets • Resolve and escalate support tickets as needed • Review and action on Brightgauge dashboard KPIs • Develop knowledge of internal systems and client solutions • Provide training to IT Support Associates and new employees

Role Description We are seeking an experienced Tier 3 Support Engineer to join our MSP team. This role is responsible for handling high-level escalations, complex infrastructure issues, advanced troubleshooting, and technical leadership within client environments. The ideal candidate has deep technical knowledge across systems, networking, cloud platforms, and security, along with strong communication and documentation skills. Key Responsibilities - Troubleshoot and resolve complex escalated technical issues across multiple client environments - Serve as the highest level of escalation for Tier 1 and Tier 2 technicians - Support and maintain Windows Server environments, virtualization platforms, networking infrastructure, and Microsoft 365 environments - Manage and troubleshoot firewalls, VPNs, switching, routing, wireless infrastructure, and cloud services - Perform advanced administration for Active Directory, Group Policy, Azure AD/Entra ID, and Microsoft 365 - Assist with infrastructure projects, migrations, and system upgrades - Develop and maintain technical documentation, SOPs, and environment standards - Work closely with clients on technical planning, issue resolution, and best practices - Participate in root cause analysis and long-term problem resolution - Mentor junior technicians and assist in improving team processes and technical standards Qualifications - 5+ years of IT experience, preferably within an MSP environment - Advanced troubleshooting skills across infrastructure, networking, and cloud platforms - Strong experience with Microsoft 365, Azure/Entra ID, and Windows Server environments - Experience with virtualization platforms such as VMware and Hyper-V - Strong networking knowledge including VLANs, VPNs, firewalls, DNS, DHCP, and routing/switching - Experience with PSA and RMM tools in an MSP environment - Ability to work independently and manage critical escalations - Strong written and verbal communication skills Primary Required Skills - Infrastructure Troubleshooting - Microsoft 365 / Azure Administration Secondary Skills - Windows Server - Active Directory - VMware / Hyper-V - Networking - Firewalls & VPNs - PowerShell - PSA & RMM Tools - Documentation Nice to Have - Experience with cybersecurity frameworks and remediation - Experience supporting compliance-driven environments (HIPAA, SOC 2, PCI, etc.) - Experience with backup and disaster recovery solutions - Familiarity with cloud platforms and migrations - Microsoft, VMware, Cisco, or security-related certifications Key Traits - Strong ownership mentality - Calm under pressure during outages and escalations - Client-focused with strong communication skills - Process and documentation oriented - Mentorship mindset and leadership capabilities Working Conditions - Fast-paced MSP environment supporting multiple client infrastructures - Fully remote position - May require participation in after-hours support, maintenance windows, or on-call rotations depending on client needs Requirements - Minimum 100 Mbps fiber internet connection - Battery backup/power solution for your internet connection to prevent downtime during outages - Bring Your Own Device (BYOD) with battery backup - Noise-cancelling headset for clear communication on calls and meetings - Minimum Device Specifications: - Intel i5 processor or higher - 8–16+ GB RAM - Less than 5 years old - Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance