Schedule Thursday through Monday; 8:00 am to 5:00 pm EST This is a full-time position that may involve non-standard hours and will require being part of a rotating on-call schedule with other engineers. Location requirements Remote USA with a strong preference in Eastern Time Zone Who you are Proactive and independent technical expert who performs a variety of tier I and tier II workstation, server, network, and application technical support responsibilities, requiring a thorough working knowledge of information technology. You thrive in a fast-paced environment taking 15 to 40 calls per day. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. Your meticulous attention to detail is shown through your timekeeping, documentation, and execution of the technical work. You Know How To: - Diagnose, research, and resolve Tier 1 technical hardware (printer, computer, peripherals) and common software issues. - Assist users that may be locked out of computing devices, cloud services, or other applications. - Direct unresolved issues to the next level of support personnel. - Maintain the highest possible level of customer service. - Work with vendors to provide clients with updates on ISP outages or vendor support issues. - Assist with the upkeep of client environment documentation. - Communicate regularly with our clients and their teams to understand their technology needs and concerns. - Support active directory (creating and modifying GPO’s and VB scripts), email systems (i.e. Office 365), virtualization, monitoring, and remote management software. - Identify and correct all LAN and WAN issues. - Demonstrate strong communication skills, providing exceptional customer service to NexusTek clients. - Work efficiently and expedite tasks in a time-sensitive manner. - Work independently in a remote environment, as well as working collaboratively in a team environment. You have hands-on work experience in the following technologies: - Microsoft Windows Server 2008 to present - O365 (Azure, Teams, Outlook, Intune, SharePoint, Exchange Online, etc.) - Active Directory, DNS, DHCP - Windows OS 10/11 - VMWare ESXi 5.5 to present - Veeam Backup & Replication - Email filtering and encryption such as Barracuda - Printer Administration (Configuration, deployment, and troubleshooting) - Basic Email filtering such as Barracuda - Scan to email configuration - PC Hardware Troubleshooting - VPN Client Configuration (Windows, SonicWall, Meraki, Cisco) Knowledge of the following list below is preferred for the candidate: - Hospitality-driven applications (POS, PMS, Keys, Sales & Marketing Systems, etc.) - PCI (Payment Card Industry) Compliance. - Advanced understanding of DHCP, DNS, and IP protocols. Pay and Benefits This is a full-time position located in the United States and performed remotely with some travel. Estimated Starting Salary/Wage Range: $25.00 - $28.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role. Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.) In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following: - Four weeks of annual accrued PTO - Seven paid national holidays - Medical, dental, vision options - Company-paid life insurance, short and long-term disability - Voluntary benefits such as critical illness and accident - Voluntary Legal Shield and identity theft protection - Discretionary annual 401k match plan - Generous employee referral bonus plan - Employee Assistance Program - Access to over 90,000+ courses in ADP My Learning - StandOut employee engagement tools - Eligible to apply for a Pluralsight license - Eligible to apply for NexusTek Technical Academy or Leadership Academy - We’re happy to provide our full benefits guide at any point in the process! We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time. Interview Process - Typical interview process for this role: Application Stage - Thanks for showing interest! - Submit your application Screening Stage - Let's get to know each other! - Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the 20 minute introductory screening to learn more about you and why you want to work for NexusTek. - As part of our interview process, we use the Culture Index Survey—a brief, 5–10-minute assessment designed to help us understand your natural work preferences and behaviors. The survey consists of two sections: - Self-Description: Select adjectives that best describe you. - Job Requirements: Choose adjectives that reflect how you believe you need to behave to succeed in your current or desired role. - Prior to moving to the interview phase, you will be asked to complete the survey, or you can take beforehand here: https://surveys.cultureindex.com/s/UFfhWqnV5S/68963 Interview Stage - We’ll dive into your experience more in depth - 30-minute get to know you interview with Hiring Manager - 1-hour follow up interview with Hiring Manager - References – 3 professional references at least one direct supervisor - You are welcome to request additional conversations with team members you didn’t get to meet during the process NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws NexusTek participates in E-Verify for all US Employees Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team. All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US

• Provide second level support with a focus on US based customers • Help resolve most pressing technical issues • Take ownership of customer cases and troubleshoot issues • Support customers in making the most of Armis products • Collaborate with other teams to create a company-wide impact

• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group • Troubleshoot complex application and data-layer issues, leveraging strong debugging and analytical skills • Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches • Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively • Write and analyze SQL queries to investigate and resolve data-related issues • Review and debug application code when necessary to diagnose production issues • Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency • Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects

• Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA. • Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the platform, ensuring customers are using the system correctly and efficiently. • Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering. • Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps. • Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows. • Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight.