Role Description The Technical Support Specialist is responsible for delivering high-quality technical support, product expertise, and training for fire detection systems across assigned markets. The role supports Kidde Commercial and GST fire detection product ranges, ensuring effective system performance, customer satisfaction, and capability development within the partner network. This is a remote-based role requiring collaboration with regional sales, engineering, and product teams, as well as direct engagement with customers and channel partners. Key Responsibilities - Technical Support & Issue Resolution: - Provide remote technical support to customers, distributors, and internal teams via phone, email, and online platforms. - Diagnose, troubleshoot, and resolve technical issues on fire detection systems. - Support system commissioning, configuration, and fault finding activities. - Escalate complex technical issues to global product and engineering teams, as required. - Product Expertise & Technical Guidance: - Provide technical guidance on system design, application, and compliance requirements (Kidde Commercial fire detection and GST fire alarm systems). - Support sales teams with technical input during customer engagements and solution development. - Training & Capability Development: - Deliver technical training to customers, partners, and internal stakeholders (both virtual and in-person). - Support “train-the-trainer” initiatives to expand product knowledge within the region. - Customer & Partner Support: - Build and maintain strong relationships with channel partners, integrators, and end users. - Provide ongoing post-sales support to ensure successful system operation. - Contribute to improving customer satisfaction and service delivery standards. Qualifications - Degree / Diploma in Electrical/Electronic Engineering (or related technical discipline). - Min. 3 years of experience in the fire detection or fire alarm industry. - Proven experience in technical support, commissioning, or system engineering. - Strong understanding of fire detection systems, products, and applications. - Competency in Microsoft Office tools and standard business applications. - Strong problem-solving and analytical skills. - Excellent communication and presentation ability. - Ability to work independently in a remote environment. - Willingness to travel occasionally. Summary This role is critical in ensuring technical excellence, customer satisfaction, and product capability across the region. The successful candidate will combine strong technical expertise with the ability to train, support, and influence customers and partners in a remote, fast-paced environment.

Role Description Gritter Francona is seeking an IT Asset Management Subject Matter Expert to support a federal Information Technology Asset Management (ITAM) program. This role will serve as the lead ITAM knowledge resource for an enterprise effort focused on strengthening: - Hardware asset management - Software asset management - Lifecycle governance - Policy alignment - Operational processes - Data quality - Compliance - Strategic planning The IT Asset Management Subject Matter Expert will provide both strategic advisory support and hands-on expertise in: - Process design - Requirements analysis - Policy documentation - Governance development - Roadmap planning - Future-state operating model development The ideal candidate has deep experience across both hardware asset management and software asset management and can help stakeholders translate complex ITAM challenges into practical, scalable, and compliant solutions. Qualifications - Bachelor’s degree - Minimum of 8 years of relevant experience - Experience serving as a subject matter expert, advisor, lead analyst, consultant, or senior practitioner in IT Asset Management, Hardware Asset Management, Software Asset Management, IT governance, IT service management, or enterprise IT operations - Experience supporting both hardware asset management and software asset management activities - Experience developing or improving ITAM processes, workflows, policies, procedures, governance materials, roadmaps, or operating models - Experience conducting requirements analysis, current-state assessments, gap analyses, process reviews, or operational improvement studies - Strong understanding of asset lifecycle management, inventory accountability, software license management, compliance, data quality, reporting, and governance considerations - Ability to translate complex ITAM challenges into clear findings, recommendations, documentation, and implementation approaches - Strong written and verbal communication skills, including the ability to prepare client-ready reports, briefings, policy materials, and advisory recommendations - Ability to work effectively with government stakeholders, program managers, analysts, technical teams, and senior leaders - U.S. citizenship required Requirements - Experience supporting Department of Veterans Affairs or other federal civilian agency programs - Experience with ITAM tools, platforms, or data environments such as ServiceNow HAM/SAM, CMDBs, Flexera, Snow, SCCM/MECM, Intune, Tanium, or similar enterprise asset management and discovery tools - Familiarity with ITIL, ISO/IEC 19770, federal IT governance, compliance frameworks, audit readiness, and policy development - Experience supporting enterprise-scale ITAM transformation, IT modernization, asset visibility, software compliance, hardware lifecycle optimization, or data quality improvement initiatives - Experience developing ITAM governance frameworks, program governance plans, governance charters, RACI matrices, strategic roadmaps, operating models, SOPs, workflows, or policy repositories Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Short Term & Long Term Disability - Training & Development

• Deliver general customer support (90%) and basic Tier 1 technical assistance (10%) • Provide non-technical and technical customer support to end-user community • Answer customer program questions, hardware/software issues, and troubleshoot • Clarify information, research, and provide solutions to customer issues • Address incidents and respond to users in accordance with procedures and Service Levels • Log incidents and service requests into the ticket-tracking system • Provide troubleshooting and resolution via phone, e-mail or remote connectivity • Follow-up with clients to ascertain job satisfaction • Train new Help Desk Coordinators when needed

• Responsible for overseeing daily help desk operations and ensuring the delivery of high-quality IT support services across both cloud-based and on-premises environments. • Manage support teams, maintain service performance standards, and collaborate across technical and business teams. • Refine processes, technology, infrastructure, and personnel to transition EDA into a scalable, distributed intelligence ecosystem. • Enhance cyber security, structured governance, metadata lineage, and data transformation capabilities of the command.