Role Description The Help Desk Support Technician provides support to end users for computer, application, system, device, access, and hardware issues. Utilize technical experience and customer service skills to assist end users to resolve incidents and fulfill requests remotely and escalate as needed. - Identifies, researches, and resolves technical problems of moderate complexity. - Responds to telephone, email, and online requests for technical support. - Documents, tracks, and monitors the problem using applicable systems and tools. - Works within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing. - Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion. - Has excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. - Performs root cause analysis, develops checklists for typical problems, and recommends procedures and controls for problem prevention. - Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems. - Creates Knowledge Base articles for applications supported and assists with new hire training of new team members. - Works with multiple vendors and other Support Groups to resolve hardware and software issues in a timely manner. Qualifications - 2-3 years of IT Help Desk Support experience. - Effective verbal and written communication skills. - Effective problem-solving skills, multi-tasking, and time management skills. - Proficient in use of Microsoft Office products. - Must be passionate about contributing to an organization focused on continuously improving consumer experiences. Requirements - At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable, or DSL connection is suggested. - Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. - While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Benefits - Work-Life Balance. - Generous PTO package. - Health benefits effective day 1. - 401K - Excellent company match starting after first full year of employment. - Well-being program. - Paid Volunteer Time Off. - Medical, dental, and vision benefits. - Short-term and long-term disability. - Life insurance and many other opportunities.

• Provide exceptional technical support for our Surface Analysis product line, directly contributing to customer success and scientific advancement. • Provide second line remote support via phone, email, and Technical Assistance process, ensuring timely and accurate resolution of customer issues. • Travel to customer locations to install new tools and fix malfunctioning equipment that requires immediate attention, ensuring outstanding customer service. • Chip in to driving process/product improvement by providing valuable feedback on installation, service, and upgrades. • Conduct customer training on basic instrument operation, enabling them to make the most of our extraordinary technologies. • Collaborate with the Global Technical Support Department for Surface Analysis, actively participating in departmental duties as required. • Willingness to take additional training which expands the knowledge required to address the RTS-B responsibilities.

• Serve as a key technical resource, delivering expert assistance and ensuring prompt resolution of complex customer issues • Troubleshoot problems, isolate root causes, and drive cases to closure with a high level of technical accuracy and professionalism • Reproduce customer scenarios in the Support Lab to validate findings and deepen understanding of the issue • Collaborate closely with Engineering teams to manage escalations, resolve product bugs, and ensure that long-term corrective actions are identified and implemented • Provide consistent updates to sales teams, internal management, and customers, maintaining clear communication and transparency at every stage • Support a staggered work week when required and participate in a rotating on-call schedule • Thoroughly document customer interactions, engineering engagements, and action plans to ensure high-quality case management and knowledge continuity • Contribute to the organization by creating and refining knowledge articles, troubleshooting guides, and internal training materials • Provide mentoring and coaching to team members to help strengthen overall team capability • Participate regularly in customer and internal conference calls for high-profile cases and escalations, ensuring issues receive appropriate visibility • Carry out responsibilities with strict adherence to Service Level Agreement KPIs

Role Description Bring your energy to Aggreko as Technical Support Manager based in Europe. You’ll play a key role in leading and evolving our Technical Support Desk, ensuring timely, high-quality technical support across business operations and sales communities, with a strong focus on product support, compliance and solutions compatibility. What you’ll do as a Technical Support Manager: - Own the accurate and timely delivery of technical support across the business. - Triage, measure, review and act on support needs to enable teams to achieve growth and revenue targets. - Act as the SME for product compliance, ensuring alignment with EU and local regulations (including F-Gas, PSSR, PED, MPD). - Support safe, compliant operations across our product and accessory portfolio. - Support optimisation tools to ensure correct solution sizing and strengthen technical confidence across the business. - Enhance ways of working by introducing AI tools and self-service support models, improving speed and accuracy of technical assistance. - Build technical knowledge across teams, supporting product education, application development and early-life issue resolution. - Drive customer satisfaction by addressing feedback, improving solution sizing and promoting low-emission technologies. Qualifications - An experienced technical leader with a strong background in power, temperature control or industrial equipment solutions. - Knowledgeable in EU compliance and regulatory frameworks (e.g. F-Gas, PED, PSSR). - Proven experience managing teams across multiple locations. - Ability to lead effectively through periods of change, maintaining engagement and performance throughout transitions. - Commercially aware, with a track record of supporting sales and operational teams to achieve performance targets. - Data-driven, with experience using digital tools and analytics to improve decision-making and outcomes. Benefits - Flexible home-based working, offering a strong work-life balance. - A key leadership role with the opportunity to shape technical support strategy across Europe. - Exposure to innovative technologies, including AI-driven support tools and connected solutions. - Competitive salary, bonus and benefits package, with opportunities for career progression. - A collaborative, purpose-driven environment focused on delivering sustainable energy solutions. - Ongoing training, development and access to global expertise within Aggreko.