• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

• Provide technical support to our customers through our available channels (email, screen sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs • Master Vanta’s product, learning the ins, outs, ‘work-arounds’ and ‘don’t-do-thats’ • Explain complex solutions in simplified terms to customers, while documenting solutions for scale • Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends • Create reproducible test cases for the Product team and provide feedback to enhance the product • Escalate bug reports for validation and actively participate in product-fixes • Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency • Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles

Role Description Allied Universal® is hiring a Remote Network Support Technician. The Remote Network Support Technician plays a critical role in assisting clients and field technicians with the setup and troubleshooting of IP camera systems deployed globally. This position involves monitoring and ensuring the seamless flow of video data in and out of the system through access to remote servers. The Remote Network Support Technician will be responsible for resolving technical issues, managing trouble tickets, and ensuring proper video transmission. Since the role involves direct interaction with end users, ideal candidates must exhibit excellent customer service skills and a professional approach to problem-solving. In addition to troubleshooting, the Technician will be encouraged to provide valuable insights and recommendations to improve system efficiency and overall performance. Responsibilities - Answer Support Tickets from End Users: - Provide prompt and effective solutions to user-submitted support tickets - Troubleshoot login issues and guide users through the necessary steps to regain access - Add new users to the system, ensuring proper setup and access configuration - Adjust user access levels based on role requirements, ensuring appropriate permissions - Respond to and resolve hardware-related issues, including troubleshooting camera malfunctions and connectivity problems - Troubleshoot Network Issues: - Identify and resolve network outages impacting the performance of IP camera systems - Work closely with users to determine the root cause of network issues and provide timely solutions - Camera and User Adjustments: - Configure cameras for optimal performance, including adjusting angles and creating camera presets for end users - Set up preset camera positions to ensure cameras are properly aligned for specific use cases - Provision New IP Camera Installations: - Integrate newly installed IP cameras into the Video Management System (VMS), ensuring proper system configuration - Adjust streaming protocols to match network specifications, ensuring efficient and high-quality video transmission - Create and configure user accounts and profiles based on system requirements, ensuring each user has appropriate access - Set up and organize view groups tailored to individual client needs, allowing for a personalized user experience - Monitor Existing Network Infrastructure: - Continuously monitor the performance and status of the network to ensure smooth video and data transmission - Respond to and resolve network outages promptly, minimizing system downtime and service interruptions - Add new systems into the monitoring framework, ensuring all components are tracked for system integrity - Keep a close watch on network and bandwidth usage, identifying potential issues before they impact system performance - Assist Field Installation Teams: - Provide remote support for field installation teams by setting up remote servers and ensuring proper quality control measures are in place - Provision new cameras on remote servers, ensuring they are configured for seamless integration with the overall system - Monitor the health and status of servers, ensuring optimal operation and minimal downtime - Enable remote viewing access on servers for authorized users, facilitating seamless remote monitoring - Download post-event video footage for archival purposes, ensuring it is securely stored and easily accessible for future review Qualifications - High school diploma or equivalent - Minimum of three (3) years of experience in each of the following: - Managing, configuring, and troubleshooting Windows operating systems in enterprise environments - Setting up, maintaining, and troubleshooting complex IP network infrastructures, including routing and switching - Configuring and managing routing protocols and troubleshooting network issues across various platforms - Installation, configuration, and maintenance of IP-based video surveillance systems - Setting up, managing, and optimizing Video Management Systems (VMS) platforms for surveillance systems - Configuring, deploying, and maintaining Linux-based systems, including command-line tools and scripting - Strong understanding of Windows networking - Comprehensive understanding of IP Networks - Basic understanding of routing - Proficiency in IP Camera Systems - Solid understanding of Linux Preferred Qualifications - Milestone Certified Integration Technician (MCIT) - Certified Wireless Network Administrator (CWNA) Benefits - Medical, dental, vision, basic life, AD&D, and disability insurance - Enrollment in our company’s 401(k) plan, subject to eligibility requirements - Eight paid holidays annually, five sick days, and four personal days - Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law. Company Description Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.

• Provide first-level support for proprietary software applications for First American external customers through phone support and email. • Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting. • Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity. • Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives. • Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.