• Be the first point of contact for client issues via phone, email, and automated alerts. • Triage tickets: identify the problem, assess severity, and escalate when needed. • Keep clients updated throughout the resolution process — no one likes radio silence. • Configure and deploy new workstations; migrate data and applications. • Troubleshoot Windows PCs, servers, and common hardware issues. • Support Active Directory, DNS, file/folder security, print servers, and certificates. • Monitor and troubleshoot client LAN environments. • Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver). • Document everything in IT Glue — seriously, everything.

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location. • Repair of system level issues are based on CSEs technical knowledge, education, and training. • Ensure equipment enhances customer production. • CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. • Cross train and assist other field service engineers as appropriate. • The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. • CSEs spend at least 50% of time at customer site and/or cleanroom factory environment.

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating. • Craft informative, timely, and instructional messages in response to product- and tech-related queries. • Active participant in team meetings and in assisting other colleagues across the company. • Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes. • Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes. • Meet monthly Items per month, CSat and QA minimums and develop consistent performance.

• Investigate and resolve complex issues related to API integrations, online ordering, loyalty programs, and platform configurations. • Analyze system behavior, identify root causes, and provide effective solutions for customers. • Serve as a primary escalation resource for Customer Care and Customer Success teams. • Partner with Engineering and Product teams to troubleshoot and resolve customer-impacting issues. • Deliver timely, professional, and high-quality support through phone, email, and ticketing systems. • Maintain ownership of issues from initial investigation through final resolution. • Configure and troubleshoot menus, promotions, loyalty settings, ordering workflows, and third-party integrations. • Support customers during implementation, optimization, and ongoing platform use. • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles. • Share technical expertise and best practices with teammates to improve overall team effectiveness. • Identify recurring issues and opportunities to improve workflows, support processes, and the customer experience. • Provide feedback to internal teams on product enhancements and common customer pain points. • Work closely with Customer Success, Product, Engineering, and Implementation teams to advocate for customers and drive successful outcomes.