Role Description Fielding and thoroughly documenting Service Desk tickets related to: - PC hardware - Printer/MFP hardware - PC/VoIP phone peripherals - Microsoft Windows operating system - Microsoft Office suite - VMWare virtual desktop products - Apple IOS - Adobe Acrobat - Java - Provide backup telephone support for Service Desk Technicians. - Installation and maintenance of business software as assigned. - Management and completion of Service Desk related projects, such as hardware and software deployments, monthly security patching, and extensive cloud applications. - Use of internal and external knowledge bases and other resources to resolve as many technical issues as possible before escalation. - Provide 2nd level support for the Service Desk Technicians. Qualifications - 4-year degree or equivalent experience required. - 2 to 4 years’ experience in Desktop support/Service desk required. - Possess a working knowledge of fundamental operations of relevant software, hardware, and other technology equipment. - Comptia A+ or comparable industry-recognized certification required. - ITIL Foundation training required. - HDI Certifications preferred. - Classes relating to Service Delivery or application specific certifications are preferred. - 4-year degree in relevant field preferred. - 4 years of experience in IT preferred. - Office 365 Certification preferred. - Owner and expert on one or more minor applications used at Vituity. - Willingness to work overtime, nights, and weekends as required. - Ability to remain productive during slow times, able to multitask effectively during busy times, and exercise patience and professionalism during stressful situations. - Knowledge of and compliance with all Vituity IT operational and security policies and standard operating procedures. - Full knowledge of admin functions with Office 365. - Working knowledge of Active Directory and Exchange. - Working knowledge of Active Directory and its interface with Office 365. - Self-starter able to manage small projects. - Able to support applications used at the primary work location. Benefits - Superior health plan options. - Dental, Vision, HSA/FSA, Life and AD&D coverage, and more. - Top Tier 401(k) retirement savings plans that offers a $1.20 match for every dollar up to 6% plus discretionary profit-sharing contributions (eligible January following 18 months of service). - Generous paid time off starting 3-4 weeks’ annually. - Student Loan Refinancing Discounts. - Professional and Career Development Program. - EAP and travel assistance included. - Wellness program. - Purpose-driven culture focused on improving the lives of our patients, communities, and employees.

• Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined. • Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering. • Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution. • Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team. • Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation. • Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them. • Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned. • Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments. • Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria. • Facilitate technical discussions with internal teams on complex, multi-system issues.

• Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person • Able to speak or give presentations and/or training to both internal and external customers • Process RMA’s in a timely manner • Process warranty/non-warranty orders • Manage Tech Support cases in CRM and act as a backup for Customer Service cases when needed • Work closely with engineering and manufacturing teams to facilitate information with customers • Support the product management function and work closely with the Service and Quality Assurance departments • Provide technical support requests to Product Managers, Engineers, and others as needed to assist the customer • Provide customers with product advisories, announcements, or other technical data as needed to provide world class customer satisfaction

Role Description As a Technical Support Engineer for the Opplane VLMA, you will provide essential technical support to enterprise clients and telecom operators managing Mobile Private Networks (MPN). You will be responsible for: - Diagnosing network connectivity issues - Managing service tickets - Verifying that customer traffic flows smoothly through our virtual anchors This role is a great fit for a junior-to-mid-level networking professional with solid Linux fundamentals and hands-on experience configuring hardware via a Command Line Interface (CLI). Qualifications - 1–3 years of experience in a technical support, network operations center (NOC), or junior network administration role - Associate’s degree in Networking, Information Technology, or equivalent hands-on experience/certifications (e.g., Cisco CCNA, Juniper JNCIA, or CompTIA Linux+/Network+) Requirements - Networking Fundamentals & CLI Experience - CLI Proficiency - Proven hands-on experience using the Cisco IOS or Juniper Junos Command Line Interface to configure interfaces, check routing tables, and verify network status - Routing & Switching - Solid understanding of core networking concepts including: - IPv4/IPv6 addressing - Subnets - VLANs - Static routing - Basic dynamic routing protocols - Tunneling Concepts - Familiarity with how data tunneling works (such as GRE or basic VPNs) to safely carry traffic across networks - Linux System Administration - OS Navigation - Comfort working inside a Linux/Unix environment using standard terminal commands to: - Navigate directories - View system logs - Manage files - Network Diagnostics - Ability to use native Linux tools (e.g., ping, traceroute, ifconfig/ip, netstat) to troubleshoot server-side network connectivity - Service Management - Basic understanding of checking system services and verifying application status via the command line - Troubleshooting & Infrastructure Support - Packet Analysis - Basic familiarity with packet capturing tools like Wireshark or tcpdump to verify if traffic is successfully reaching its destination - Infrastructure Awareness - General understanding of virtualized network environments (VMs) and how remote edge devices (such as routers or gateways) connect back to a central core network Core Responsibilities - Incident Management: Act as the primary point of contact for technical issues, performing initial triaging, data collection, and basic troubleshooting for the Opplane VLMA platform - Log Analysis: Log into Linux-based systems to review system messages and application logs to pinpoint where a connection or session is failing - Escalation Collaboration: Effectively document technical findings and escalate highly complex routing or product bugs to Tier 3 senior engineers - Customer Support: Communicate technical steps and solutions clearly to customer network administrators via ticketing systems, email, or live support calls Benefits - Global & Multicultural - Diverse perspectives, global collaboration (US, Portugal, India and Singapore offices) - Startup Energy - Fast-moving, impact-driven environment - Ownership Mindset - Engineers own what they build - Collaborative & Friendly - Open, curious, and supportive culture