Role Description We are seeking detail-oriented, reliable, and technically minded Tier 1 Technical Support Agents to join a growing remote support team serving customers across North America. This is an excellent opportunity for individuals who enjoy troubleshooting, solving problems, and helping customers navigate technical issues while delivering a professional support experience. Success in this role requires strong communication skills, a structured approach to problem-solving, and the ability to accurately document customer interactions while following established processes and procedures. If you have a stable work history, enjoy working in a fast-paced support environment, and take pride in delivering accurate and consistent work, we would love to hear from you. What You'll Be Doing - Serve as the first point of contact for customer technical support inquiries - Troubleshoot and resolve basic technical issues using established processes and documentation - Gather information and accurately diagnose customer concerns - Document customer interactions thoroughly and accurately within company systems - Escalate complex issues to higher-level support teams when appropriate - Follow troubleshooting workflows and support procedures consistently - Communicate clearly and professionally with customers across multiple channels - Navigate multiple systems and applications simultaneously - Maintain productivity, quality, and service standards - Contribute to a positive customer experience while ensuring accurate issue resolution Compensation & Contract - USD $6.50 per hour - Paid weekly in arrears - Independent Contractor Remote Work Environment Requirements - A dedicated, professional workspace free from distractions - Reliable high-speed, wired internet connection - Ability to work independently without direct supervision - Consistent availability during scheduled working hours Technical Requirements (Essential) - Windows 11 PC (Mac devices are not supported) - Minimum 16 GB RAM - Dual monitor setup - i5 processor and up - Headset with mic - Webcam - Fibre internet connection with a wired Ethernet connection - Backup power solution - Microsoft Teams and Office 365 Hiring Process - Application Form - Prescreen Questionnaire - Typing Assessment - Video Interview - Live interview - Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position. Requirements - Previous experience in technical support, help desk, customer support, or a related role - Strong troubleshooting and problem-solving abilities - Excellent English written and verbal communication skills - Strong attention to detail and documentation accuracy - Ability to follow established procedures and workflows - Strong organizational and time management skills - Reliable attendance and dependability - Ability to work independently in a remote environment - Stable employment history with demonstrated commitment to previous roles - Comfortable learning new systems and technologies - Previous remote work experience - Located in Mexico What Success Looks Like - Highly reliable and dependable - Comfortable troubleshooting technical issues - Detail-oriented and process-driven - Strong communicators - Fast and accurate when documenting information - Able to remain calm and professional while resolving customer concerns - Committed to delivering consistent, high-quality support

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

• Support development of executive status reports, dashboards, milestone updates, and governance briefings • Maintain project management artifacts including RAID logs, action trackers, decision logs, meeting records, and project documentation • Collect, consolidate, and validate status updates from functional, technical, security, testing, training, and data migration workstreams • Coordinate project meetings, prepare agendas, capture meeting notes, and track actions through closure • Monitor project schedules, milestones, key deliverables, approvals, and governance deadlines • Support cross-functional dependency management and escalation tracking • Assist with change management, document control, configuration management, and project communications activities • Ensure project risks, issues, decisions, assumptions, and stakeholder actions are accurately documented and reflected in reporting • Support readiness activities associated with requirements, design reviews, testing, training, deployment, Authority to Operate (ATO), and go-live preparation • Help maintain project repositories, reporting tools, collaboration sites, and PMO processes

Technical Support Analyst Location Chicago, Illinois ZIP/Postal Code 60610 Job Type Contract,Perm Possible Category Help Desk Req #BOS-487d107a-8cf7-4e7b-9c4f-d167f69fe475 Job Description: We are looking for a strong Technical Support Analyst to join a Service Desk team supporting 8a-5p CST. This role supports a globally recognized, full‑service law firm known for handling high‑stakes litigation, complex transactions, regulatory matters, and cross‑border disputes for leading companies and financial institutions. With a strong footprint across major U.S. legal markets and key international hubs in Europe and South America, the firm operates at the intersection of law, business, and global commerce. Its practices are consistently top‑ranked by Chambers, The Legal 500, Benchmark Litigation, and Lawdragon, with attorneys frequently recognized among the leading litigators and dealmakers worldwide-making it an ideal environment for professionals who want exposure to sophisticated matters, elite legal talent, and work that truly moves the needle. This role can sit remotely near Chicago, IL, New York, NY, Washington, DC, Los Angeles, CA, San Francisco, CA, Silicon Valley (Redwood City), CA, Dallas, TX, Houston, TX, Miami, FL, and Charlotte, NC. The role will be mostly remote, with the occasional in office meeting. The shifts will be Monday - Fridays. The role will provide technical support and service with a high degree of customer service, technical expertise, and primary understanding of the law firm environment and associated applications. Ensure customer satisfaction with services rendered. Key Responsibilities - Serve as the first point of contact for Information Services support via MS Teams telephony and email, delivering a high‑quality customer experience. - Troubleshoot and resolve hardware and software issues across Microsoft 365, remote connectivity, networking, security, mobile devices (Intune), iManage, Adobe, and related applications. - Use advanced troubleshooting techniques, including remote access, to diagnose issues, identify root causes, and implement effective solutions. - Communicate clearly and professionally with both technical and non‑technical users; provide timely updates and thorough documentation. - Achieve service targets, including 85% first‑contact resolution (FCR). - Manage and resolve assigned tickets within the incident tracking system, ensuring accurate records and knowledge documentation. - Identify recurring issues and trends; proactively recommend improvements or training opportunities. - Participate in team training, knowledge sharing, project work, and provide backup support as needed. - Support new technology rollouts by assisting and training end users. Compensation: $18-20/hr. Exact compensation may vary based on several factors, including location, skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Required Skills & Experience - 1-3+ years of IT experience - troubleshooting experience with MS Office Suite and solid knowledge of hardware and software - hands-on ticketing system experience (ServiceNow, Remedy, etc) - Mobile device support (iOS, Android) - Microsoft and Mac OS experience - High school diploma required, College Degree preferred. - Must be available and willing to work overtime, which may include evenings, weekends and holidays as the Firm determines is necessary or desirable to meet its business needs. Nice to Have Skills & Experience - Law firm background - hands-on experience with iManage, intapp, etc - IT certifications Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.