• Installation, configuration and maintenance of NDD products • Training on NDD products or support tools • Handling support tickets and troubleshooting • Monitoring bug fixes in customer environments

• Identify, analyze, track, and support the resolution of incidents. • Maintain accurate, up-to-date records of incident status and progress. • Ensure clear communication between technical teams and stakeholders. • Support the development of Incident Management practices by contributing to process, procedure, and operational metric improvements. • Monitor service and infrastructure dashboards to detect anomalies.

• Perform corrective and preventive maintenance, installation and relocation of multifunction printers and IT equipment. • Provide on-site service and, when necessary, remote support (Remote Hands). • Ensure compliance with SLAs by recording and tracking tickets until resolution. • Document service calls, collecting evidence, photographic records and client approval. • Escalate to level 3 support for analysis and parts requests when necessary. • Manage inventory of spare parts, backup equipment and reverse logistics. • Manage travel expenses and submit expense reports in accordance with company policies. • Ensure the care and maintenance of equipment and the vehicle used for activities, following internal procedures. • Participate in technical training and report any impediments to the management team.

Tier 3 Technical Support Representative Company: AssetWorks Location: United States (Remote) Employment Type: Full-time Work Arrangement: 100% Remote (U.S.) Job Description: Job Summary: At AssetWorks, the Support team provides support to our customers as well as providing support for environments that are running in-house. The team is split into three focus groups; Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives. All three teams collaborate to support the customer base and many of the job duties for each team overlap. With these focus groups, we provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department. The Tier 3 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 2. This will include handling escalations, including communicating issues and enhancements to varying teams and departments. In addition to the AssetWorks products, you will work with third party systems such as Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports. The position will include performing installs and upgrades both internally and for our customers. Job Description: Essential Duties and Responsibilities: - Perform upgrades and installs for on-prem and Hosted customers - Maintain hosted environments for customers and internal departments - Maintain rapport and a high level of customer satisfaction - Leverage various platforms to communicate with customers and employees including Teams,WebEx, Phone, email, and Zendesk - Provide installation/configuration support of third-party applications including IIS, MSSQL, Oracle,ElasticSearch, and Crystal. - Provide installation/configuration support of AssetWorks software applications in-house and in customer environments - Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality, and business enhancements - Qualify, troubleshoot, investigate, and respond to customer support tickets,escalating to development - Manage escalated tickets according to priority and keep the customer updated along the process - Create knowledge base entries for customers, internal staff, and AI tools - Provide initial support for database inquiries - Troubleshoot high-level network issues - Analyze Log Files from AssetWorks software as well as third-party tools and utilities - Involvement in any additional follow-up testing and troubleshooting - Provide after-hours support on a rotating, scheduled basis - Perform after-hours installations and upgrades as - Mentor and train internal staff to promote skill development and knowledge sharing - Provide input on support tickets to prioritize for each major release cycle - Communicate completion status of installations and upgrades to customers - Collaborate with Customer Success Managers (CSMs) and cross-functional teams to address escalated customer issues - Document escalated tickets, including detailed root cause analysis - Utilize AI tools to support troubleshooting and issue resolution Worker Type: Regular Number of Openings Available: 1