• Primary Interface to Technical Support • Escalation path from Field Service • First level response to CBP customer within 1 hour per contractual SLA, providing basic technical support via phone or email • Provides assistance to Field Service technicians via phone support when needed • This will include part number look up and troubleshooting • Supports products in the Americas (North, Central and South America along with the Caribbean) • Support Field Service Teams to help achieve SLA Requirements • Help drive continuous improvements to optimize system performance • Responsible for Critical Part reviews and approvals for spare part orders from Field Service. • Proactively provide inputs to Product Support Senior Technical Support members for Documentation Updates and Equipment improvements. • Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data. • Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis. • Document asset configuration specifics in CRM based on the latest changes and obsolescence reports • Work with CBP to ensure all site drawings and ancillary equipment documentation are up to date • Maintains clear and concise business communication proficiency, both oral and written. • Travel, overtime and work hours other than Monday-Friday are required. • Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays. • Work well with peers from various backgrounds to build effective work relationships. • May travel to site to assist customer and/or field service with technical issues up to 25% of the time • May provide Operator and Technical Training to internal and external customers as required.

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process, leaving detailed notes for other staff to reference. • Communicating with users directly via Google Meet, Zoom, or Phone Call • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating IT training support for new client staff, as requested or scheduled • Assisting in improving existing IT automation tools and workflows • Removing adware, spyware, and viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Responding to tickets and maintaining ticket system notes to identify chronic problem areas and measure program effectiveness • Providing coverage during peak support times, team PTO, or increased client demand • Willingness to work outside of normal business hours on an as-needed basis • Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed • Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity) • Other duties as needed

• As a Technical Lead or Senior Engineer, responsible for managing a small team and providing guidance and mentorship to team members while driving day-to-day operational activities. • Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services. • Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Use provisioning and order management systems tools to initiate and track the service activation process. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensure CSG Support Tool is always updated with the latest ticket details. • Deliver product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer site.

• Deliver hands-on support via phone or email, resolving issues across Microsoft platforms (Windows Server, 365, Office, Windows 10/11, Cloud) and troubleshooting server, network, and application environments, including systems from Cisco, Sophos, Fortinet, and more • Work with ticketing platforms (ConnectWise, ServiceNow) to resolve end-user issues • Assist with Azure, Intune, AVD, backups, and endpoint management • Collaborate with senior U.S. engineers to escalate and learn advanced cases • Champion new tech solutions to continuously improve client IT environments • Manage and prioritize multiple projects in a deadline-driven environment