• Manage our Jira support help desk and ensure SLAs are met • Build and continuously improve the support processes • Develop & maintain Python scripts • Manage support requests for customers across different time zones within the US • Triage customer issues by checking logs, running simple database queries • Perform root cause analysis for production errors and recommend improvements • Work with different team members and stakeholders representing all areas of the business • Regularly prepare and present content to stakeholders within Converge

Role Description The Technical Support Engineer is responsible for effectively identifying and resolving networking remote connectivity problems for end users while providing excellent customer service. - Troubleshoot and resolve technical support issues via telephone for customers utilizing xDSL, Cable, Fiber, Wireless, EOC, and VPN technologies - Coordinate with CLECs, ILECs, and ISPs to resolve issues - Provide installation and desktop support (when required) to users - Provision and configure router equipment (new installs, RMAs, etc.) - Complete and update trouble tickets in an expedient manner - Communicate with Broadband Provisioning and ESS Engineering to ensure proper SLEs are met - Work all escalated technical issues through resolution, owning the process and communicating updates to affected customers when necessary - Conduct and participate in customer meetings to discuss escalated and chronic support issues - Assist with reporting and analyzing ticket trends to identify opportunities to improve Tolt Solutions Customer Care services - Perform all technical support activities in a highly professional and service-oriented manner - Participate in customer retention efforts by providing regular updates during customer status meetings - Perform other duties as assigned Company Description

Role Description This is a full-time, remote helpdesk position supporting 60–80 end users across multiple client accounts. You'll be handling day-to-day IT issues, onboarding new hires, and keeping everything running smoothly inside an Office 365 environment. The client will train you on their tools and processes, what they can't teach is reliability, communication, and the drive to own your work. - Handling Tier 1–2 support tickets — hardware, software, connectivity, peripherals - Setting up workstations and accounts for new hires at client sites - Supporting Office 365 — Outlook, Teams, SharePoint, OneDrive - Troubleshooting printers, VPN, and authentication issues - Keeping tickets, documentation, and asset records clean and up to date - Occasional onsite visits when remote support isn't enough Qualifications - 1–2 years of experience in IT support or a helpdesk role - Fluent English — you'll be speaking directly with US-based clients in professional environments - Familiar with Windows and Office 365 basics - Chicago timezone aligned (CST), full-time availability - Coachable, responsive, and takes ownership without being chased - A+ or Microsoft 365 certifications are a plus, not a requirement Benefits - Long-term partnerships, not short projects - Global exposure to founders across tech, marketing, and media - AI-ready training that puts you ahead of the field - Autonomy and ownership, with work that visibly matters

Role Description We are seeking an IT Service Desk Technician to work closely with our Senior Information Technology Manager. Ideal candidates must have a passion for technology and enjoy helping others solve technical issues. Exhibit a willingness to learn, flexibility, and perseverance to carry out duties and responsibilities. Demonstrate initiative, good judgment, creativity, discretion, and thoroughness. - First point of contact for technical support requests - Troubleshooting software and hardware issues in a Windows-based environment - Document all troubleshooting steps performed and the ultimate resolution to the request in Jira - Triage & escalate as appropriate - Assist with IT Systems Onboarding: - Create accounts - Set up laptops remotely - Meet with all new hires on their first day to set up and personalize all the Bridge33 platforms to be used daily - Provide an overview of the use case for each platform - Continuous updates of existing Wiki documentation and/or increase newly developed processes & procedures in an internal knowledge base - Work with the broader Information Technology team on software implementation/retirement, process improvements, and other items as required - Perform other duties as assigned Qualifications - Associate's degree in IT or related field - 2-5 years of proven experience in IT Support - Experience with: - Troubleshooting Windows 11 Pro - Microsoft 365 - Azure Entra ID - Intune/Endpoint Manager - Jira Service Management is a plus - Excellent attention to detail - Solid experience troubleshooting mixed Technology Stack environment - Ability to research solutions using online documentation and resources - Strong sense of ownership and ability to drive technical issues to resolution with minimal input supervision - Strong organizational, analytical, and problem-solving skills - Prior experience working U.S. hours and shifts - Residing in Metro Manila and Luzon (nearby) areas Requirements - Fully remote - Fluent in English - Will work 8:00 AM to 5:00 PM US Pacific Time (PST)