• Provide level 2 support for SaaS and custom-built insurance applications using documented procedures and available support tools. • Provide world class customer service through chat, email, phone, and in-person teammate interactions. • Effectively interact and clearly communicate with teammates within multiple levels and departments of the organization, to support the effective and efficient use of the Retail Division’s business applications. • Able to follow and execute upon standard operating practices and procedures. • Demonstrates working knowledge in multiple applications supported by the department. • Escalates complex issues to appropriate business units and technical teams as needed. • Leverages application expertise to troubleshoot, problem solve and offer solutions. • Support application conversion and implementation projects. • Champions information security best practices through educating support customers and following access standards for business applications. • Infrequent travel to offices for onsite support, conferences, and meetings. Up to ~5%.

Role Description The Level 2 Support Technician is responsible for resolving escalated technical issues that require in-depth troubleshooting, system administration, and infrastructure support. This role acts as the bridge between Level 1 support and Level 3 engineers, ensuring complex incidents and requests are addressed efficiently. Level 2 technicians also contribute to process improvements, documentation, and mentoring junior team members. - Handle escalations from Level 1 technicians for issues requiring deeper analysis. - Diagnose and resolve: - Advanced Windows/macOS issues, OS imaging, and driver conflicts. - Network-related problems (DNS, DHCP, VLANs, firewall rules, site-to-site VPNs). - Server administration tasks (Active Directory, Group Policy, file/print servers). - Office 365 administration, email migrations, and mailbox recovery. - Virtualization issues (Hyper-V, VMware) and basic cloud infrastructure troubleshooting. - Security issues such as antivirus/EDR alerts, MFA troubleshooting, and access control. - Utilize remote tools, PowerShell, and other automation techniques for efficient troubleshooting. - Document root causes and resolutions thoroughly in the ticketing system. - Follow ITIL best practices for incident resolution and problem management. - Escalate issues to Level 3 or specialized teams as needed, providing detailed troubleshooting steps. - Ensure SLA compliance for response and resolution times. - Identify recurring issues and propose solutions to reduce ticket volume. - Contribute to the internal knowledge base by documenting troubleshooting steps and best practices. - Provide coaching and mentorship to Level 1 technicians to improve first-call resolution rates. - Communicate with end users and business stakeholders to provide updates on issue resolution. - Set clear expectations on resolution timelines and escalate proactively when necessary. - Deliver outstanding customer service while balancing technical priorities. Qualifications - Strong expertise in Windows Server, Active Directory, Group Policy, and networking. - Proficiency in troubleshooting cloud-based services like Microsoft 365, Azure, and AWS. - Experience with enterprise networking, including VLANs, routing, firewalls, and VPNs. - Familiarity with scripting (PowerShell, Bash) and automation for system administration. - Knowledge of cybersecurity best practices and endpoint security solutions. - Experience with RMM (Remote Monitoring & Management) tools. - 3+ years of experience in IT support or system administration. - Certifications preferred: CompTIA Network+, Security+, Microsoft MCSA/MCSE, ITIL v4. - Excellent problem-solving and critical-thinking abilities. - Strong verbal and written communication skills. - Ability to work in a fast-paced MSP environment while maintaining attention to detail. - Strong analytical and problem-solving skills. - Ability to explain technical concepts to non-technical users. - Ability to manage multiple tasks and prioritize work effectively. Benefits - 13th Month Pay - HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) - Personal Time Off (After a 90-day probationary period)

Role Description In this position as a Technical Support Engineer, you will be providing technical support for the startup, operation, and service of Trane/American Standard Unitary equipment. Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians, and administrators. As a Technical Support Engineer, you will assist customers in the troubleshooting process utilizing knowledge of various HVAC systems such as: - Packaged Rooftop AC units - Unitary Split Systems Specialists in this role must have vast field experience, giving them the knowledge required to: - Remotely guide customers through equipment and describe to them what they are seeing - Keep that customer safe by evaluating their skill level - Confidently determine the best course of action Will need to demonstrate ability to apply basic electrical theory, knowledge of unit level controls, airflow dynamics, and basic refrigeration theory as well as their field experience. Qualifications - 10+ years of experience preferred but not required in servicing HVAC equipment and systems - Associates or Bachelors in an Engineering discipline is preferred but not required - Professionally trained on various Trane equipment - Ability to travel up to 10% - Ability to define problems, collect data, establish facts, and draw valid conclusions - Ability to understand and apply temperature and pressure theories as well as basic electrical theories and application - Operating knowledge of Microsoft office software and working proficiency with handheld computer (i.e. Smartphone, iPad) - Ability to manage support cases within Remedy software Requirements - Excellent written and verbal communication - Ability to troubleshoot complex refrigeration and electrical systems - Keeps current on Trane Unitary Light Commercial products concerning installation, operation, maintenance, service, and repair - Additional knowledge of Large Unitary Products and BAS systems would be beneficial, but not required - Adaptable and possesses the ability to prioritize multiple high-priority customer cases - Flexibility to work extended hours on occasion - Ability to meet short- and long-term deadlines - Effectively meet the needs of internal and external customers - Ability to work regularly and dependably - Ability to function in a team environment - Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers - Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment Benefits - Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives - Family building benefits include fertility coverage and adoption/surrogacy assistance - 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution - Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave - Educational and training opportunities through company programs along with tuition assistance and student debt support

Role Description We're looking for a dynamic and detail-oriented Sales Support Business Analyst to support our Commercial Sales organization by analyzing data, coordinating sales activities, maintaining CRM accuracy, and helping drive business development initiatives. In this role, you'll partner closely with Client Partners, Sales Executives, and Business Development Representatives to support pipeline management, reporting, and operational excellence. If you're eager to build your career in sales operations, business analytics, and commercial support while working cross-functionally across the organization, this is a great opportunity to grow. Responsibilities - Supporting sales teams by maintaining accurate pipeline and CRM data - Analyzing sales activity, pipeline trends, and performance metrics to identify opportunities - Conducting account and market research to support business development efforts - Preparing reports, dashboards, and presentations for sales leadership - Coordinating meetings and supporting sales engagement activities - Maintaining Salesforce data integrity and ensuring accurate documentation - Assisting with lead tracking, account management, and opportunity progression - Collaborating with Client Partners, Sales Executives, and Business Development Representatives to support strategic initiatives - Monitoring market activity and competitor trends to provide actionable insights - Supporting process improvements, documentation, and standard operating procedures - Assisting with Business Intelligence reporting and ad hoc analytical requests - Providing operational support that enables the sales organization to achieve business objectives Qualifications - 1–2 years of experience in sales support, business analysis, sales operations, or a related field - Strong analytical, organizational, and problem-solving skills - Effective communication with internal stakeholders at all levels - Ability to build collaborative relationships across multiple teams - Experience using Salesforce or similar CRM platforms to maintain accurate records - Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Microsoft Teams - Ability to analyze data and communicate findings in a meaningful way - Strong attention to detail while managing multiple priorities - Adaptability to changing business priorities and ability to recommend process improvements - Demonstrated initiative, professionalism, and a customer-focused mindset Requirements - Flexible working conditions, including remote work options Benefits - Health and Welfare Benefits tailored to fit your and your family's needs, effective from day one - Retirement Savings plans to help you secure your financial future - Employee Discounts on merchandise, services, travel, and more - Career Growth Opportunities within a global company - Paid Training with access to award-winning learning platforms - Attractive Paid Time Off packages - A great work environment recognized for diversity and inclusion efforts