NewClinical Technology Specialist ForTec MedicalClinical Technology SpecialistChicago, ILMeet customer needs, provide exceptional customer service, and foster strong, professional relationships with both ForTec team members and healthcare partners. If you have prior medical, EMT, Surgical Technologist, or military experience, your background can provide a smooth transition into the clinical technology specialist role.
Supply Management Specialist Three Point Solutions, Inc.Supply Management SpecialistIL$25–$31 / hourContractorCollaborate with Engineering, Quality, and Supply Chain teams to resolve supplier issues, support engineering changes, monitor supplier performance, ensure material availability, and maintain compliance with company policies and regulatory requirements. Support sourcing and supplier management activities by assisting with procurement strategies, supplier selection, commodity management, and the Enterprise Product Delivery Process (EPDP) and Enterprise Order Fulfillment Process (EOFP).
NewInventory Management Specialist MSCInventory Management SpecialistChicago, IL$51,800–$65,470 / yearUnder the supervision of the Solution Implementation Manager, the Inventory Management Specialist, (IMS) ? would be responsible for successfully implementing the various inventory management solutions offered by MSC promoting a best-in-class experience for all stakeholders. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions.
NewParamedic (EMT-P) Biolife Plasma ServicesParamedic (EMT-P)Fairview Heights, IL$24.32–$33.44 / hourSee Biolife Plasma Services Terms & Conditions at https://www.biolifeplasma.com/us/legal/terms-and-conditions-of-use and Privacy Policy at https://www.biolifeplasma.com/legal/privacy-notice and SonicJobs Privacy Policy at https://www.sonicjobs.com/us/privacy-policy and Terms of Use at https://www.sonicjobs.com/us/terms-conditions. The actual hourly wage offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
NewAccounts Payable Specialist CFSAccounts Payable SpecialistSchaumburg, ILYou will play a key role in supporting AP operations during a period of internal departmental transitions, working closely with the Controller and AP team. We are seeking a detail‑oriented Accounts Payable Specialist to join a stable, employee‑owned organization known for its collaborative culture and strong team values.
NewMental Health Group Specialist Charlie HealthMental Health Group SpecialistOregon, ORRemoteFor Professional Counselor Associates and MFT Associates: While these hours may not currently count toward clinical licensure in Oregon, the position offers a premium salary and a stable career path for Master’s-level professionals or QMHPs looking to gain specialized experience in a high-growth clinical environment. As a Mental Health Group Specialist, you will begin making a difference on day one, working alongside a highly skilled therapy team to deliver psychoeducation, enabling meaningful, real-world change for clients.
NewCollections Specialist CFSCollections SpecialistItasca, ILTake ownership of complex, high-risk accounts where your collections strategy and problem-solving skills truly make an impact. • Work on high-impact, late-stage commercial accounts (200+ days past due).
Child Life Specialist - FT Days - Pediatrics and PICU - Monticello Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - MonticelloMonticello, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Child Life Specialist - FT Days - Pediatrics and PICU - Greenfield Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - GreenfieldCarrollton, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Child Life Specialist - FT Days - Pediatrics and PICU - Lake Zurich Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - Lake ZurichLake Zurich, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Child Life Specialist - FT Days - Pediatrics and PICU - Wadsworth Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - WadsworthWadsworth, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Child Life Specialist - FT Days - Pediatrics and PICU - Lyons Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - LyonsChicago, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Child Life Specialist - FT Days - Pediatrics and PICU - Olympia Fields Lehigh Valley Health NetworkChild Life Specialist - FT Days - Pediatrics and PICU - Olympia FieldsOlympia Fields, ILFinally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region.
Cash Applications Specialist - Bilingual UlineCash Applications Specialist - BilingualWaukegan, IL$26–$28 / hourFull timeIn this role, you'll play a crucial part in ensuring seamless financial transactions and maintaining account accuracy for our growing North American company! Process customer checks, electronic payments and credit card transactions accurately and efficiently to support Uline’s U.S. and Mexico operations.
Technical Support Specialist - Weekday Overnight - Government Relativity ODA LLCTechnical Support Specialist - Weekday Overnight - GovernmentIL$54,000–$80,000 / yearRequired Skills: Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support. The Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems.
Technical Support Specialist - Weekday Overnight - Government RelativityTechnical Support Specialist - Weekday Overnight - GovernmentIllinoisThe Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support
Audiology Technical Support Specialist Sonova Holding AGAudiology Technical Support SpecialistAurora, IL$73,000–$85,000 / yearThe Audiology Technical Support Specialist is responsible for providing expert-level support to customers by troubleshooting, fitting, and recommending hearing solutions. Build and maintain strong relationships with customers to ensure satisfaction and retention• Proactively identify customer needs and recommend solutions to enhance their experience.
Customer Technical Support Specialist II Steris PlcCustomer Technical Support Specialist IIChicago, IL$70,000–$90,000 / yearAdditional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests, writing coding and delivering complex custom queries and reports, assisting software development staff in testing new versions of the software, and providing in-depth analysis of issues and error reports for development staff. Expert analytical and problem-solving skills and a broad understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases.
TECHNICAL SUPPORT SPECIALIST II Taylorville Memorial HospitalTECHNICAL SUPPORT SPECIALIST IISpringfield, ILThe Technical Support Specialist II, will provide day-to-day service and support including, but not limited to, answering incoming calls, troubleshooting issues related to software, hardware, network, account access, and documenting all courses of action taken to resolve or escalate the issue within the ticket tracking system. Minimum of two years support experience with software, including but not limited to, Microsoft Windows operating system, Microsoft Office, remote desktop tools, Helpdesk ticketing software, Active Directory, Citrix, and Adobe products.
NewIT Support Specialist: Troubleshoot, Configure & Support Arena StaffingIT Support Specialist: Troubleshoot, Configure & SupportChicago, ILThis full-time role requires hands-on troubleshooting of hardware, software, and network issues, plus setup of systems, accounts, and permissions. Arena Staffing in Chicago is seeking an IT Support Specialist to provide frontline technical support for our employees.
Technical Support Specialist I Federal Signal CorporationTechnical Support Specialist IUniversity Park, ILFull timeOur products and integrated solutions include systems for campus and community alerting, emergency vehicles, first responder interoperable communications, industrial communications, and command and municipal networked security. Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live.
Technical Support Specialist 1 QC Industries, LLCTechnical Support Specialist 1Wood Dale, ILThis role requires extensive application experience, strong product knowledge, exceptional problem-solving ability, influence, and outstanding customer service and technical skills to ensure that technical issues are identified and resolved quickly and effectively. They will provide frontline support via phone and email, using technical expertise, documentation, and hands-on product experience to guide customers through troubleshooting, identify root causes, and recommend corrective actions.
HV Training and Technical Support Specialist (Remote) SOLV Energy LLCHV Training and Technical Support Specialist (Remote)ILRemote$113,100–$141,375 / yearIn addition, candidate introductions or resumes can only be submitted to our internal talent acquisition recruiting team if a signed vendor agreement is already on file and the third-party recruiter or agency has received formal instructions from our internal talent acquisition team to submit candidates for a particular job posting. Any unsolicited candidate introductions, referrals or resumes sent by third-party recruiters to SOLV Energy or directly to any of our employees, or received through our website or career portal, will be considered property of SOLV Energy and will not be eligible for a placement fee.
Construction Technical Support Specialist Vestas Wind Systems ASConstruction Technical Support SpecialistSpringfield, ILConstruction Technical Support Specialist - Remote The Construction Technical Support, Specialist is a support function for Construction under the Installation Performance Management Team, with tasks ranging from onsite auditing, tooling support, CIM assistance, and various onsite and remote project meetings, tasks and support. Competencies: Clear and effective oral and written communication skills Demonstrates well-developed organizational capabilities Excellent computer knowledge, with MS Office products, including Word, Excel, PowerPoint, and One Note.
Ecosystem Technical Support Specialist (Hybrid) Motorola Solutions IncEcosystem Technical Support Specialist (Hybrid)Chicago, IL$55,000–$65,000 / yearThis position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers. Help to ensure all tiers of technical support are informed of product enhancements by working closely with development teams to share vital platform insights.
TECHNICAL SUPPORT SPECIALIST II Memorial HealthTECHNICAL SUPPORT SPECIALIST IISpringfield, IllinoisFull timeThe Technical Support Specialist II, will provide day-to-day service and support including, but not limited to, answering incoming calls, troubleshooting issues related to software, hardware, network, account access, and documenting all courses of action taken to resolve or escalate the issue within the ticket tracking system. • Minimum of two years support experience with software, including but not limited to, Microsoft Windows operating system, Microsoft Office, remote desktop tools, Helpdesk ticketing software, Active Directory, Citrix, and Adobe products.
IT Technical Support Specialist (Direct Hire) TekProIT Technical Support Specialist (Direct Hire)Rolling Meadows, IllinoisMust Haves: Performing demonstrations and installations for customers – on Epson, HP, and Canon wide format printers, scanners, laptops, etc. TekPro Engineering is looking to hire a Field Service Technical Support Specialist immediately!
NewTechnical Support Specialist Siemens AGTechnical Support SpecialistRolling Meadows, IL$61,547–$105,509 / yearExperience level Experienced Professional Job type Full-time Work mode Hybrid (Remote/Office) Employment type Permanent Location(s) Harleysville - Pennsylvania - United States of America Peachtree Corners - Georgia - United States of America Rolling Meadows - Illinois - United States of America Position Title: Technical Support SpecialistLocation: Peachtree Corners, GA or Harleysville, PA or Rolling Meadows, IL (Hybrid)Are you looking for a company that empowers talent? Job requires attention to detail and the ability to follow and interpret verbal communication as well as summarize these conversations in written form within an activity in ASSIST.Performance will be based on Customer Survey scores sent out after each case is closed, knowledge sharing and learning, team performance and interaction, as well as meeting immediate team and organizational goals.
Veterinary Support Specialist PetVet Care CentersVeterinary Support SpecialistWauconda, IL$18–$21 / hourSupport doctors by contacting clients relaying fecal and bloodwork results, changes in medication dosage, setting up phone consultations, changing/rescheduling appointments, providing daily updates to clients who have hospitalized horses and organizing discharges as well as following up with clients post-surgery/treatment on how patient is doing. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
NewIntake & Program Support Specialist - Part-Time YWCA Metropolitan ChicagoIntake & Program Support Specialist - Part-TimeChicago, ILThe Intake and Program Support Coordinator assists in management of the office environment, answering the receptionist phone line, logging in calls and provides required administrative support. documents to/from email and to pre-approved databases; skills with database management, proficiency.
Technical Support Specialist Agile DefenseTechnical Support SpecialistRock Island, IllinoisEnsure continued access to the JWICS computer network to include resetting user passwords, unlocking user accounts, creating new user accounts and installing printers and network drives. Requisition #: 1655 Job Title: Technical Support Specialist Location: Rock Island, IL Clearance Level: Top Secret, Must Have Clearance to Start Required Certification(s): Security+, CCNA, CSA+, GSEC+ OR SSCP Job Description.
Lead Biomedical Equipment Support Specialist U.S. Department of Veterans AffairsLead Biomedical Equipment Support SpecialistIL$108,677–$141,283 / yearThe Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidates abilities; and assist a hiring manager with making a final selection for a position. The VATVCBHCS is an innovative and dynamic ambulatory health care system offering core services in Primary Care, Geriatrics and Mental Health as well as Specialty Medicine, Pain Management, Surgical Services, Radiology, Dental, Pharmacy, Pathology and Laboratory Medicine, Womens Health and Urgent Care.
IoT Technical Support Specialist II Culligan WaterIoT Technical Support Specialist IIRosemont, IL$65,000–$85,000 / yearTroubleshoot and resolve Wi-Fi and network-related issues, including router configurations, security settings, ISP equipment, and mesh networks (e.g., SSIDs, bands (2.4GHz / 5GHz), WPA2/WPA3, DHCP, IP conflicts, firewalls). The IoT Technical Support Specialist is responsible for diagnosing and resolving complex connectivity issues that arise during installation and operation, most commonly related to customer Wi-Fi networks and cloud connectivity.
Support Specialist Rasmussen College LLCSupport SpecialistRomeoville, IL$37,900–$49,300 / yearAbout Us: Rasmussen University, a university accredited by the Higher Learning Commission, an institutional accreditation agency recognized by the U.S. Department of Education (www.hlcommission.org), is dedicated to changing lives and the communities it serves through innovative educational programs. To include, but not limited to; inventory and order campus supplies, confirm monthly dialing of 911 is operational, inform leaders when a facility issue arises, then request work through facilities team, provide liaison support for team with IT issues.
IT Systems Support Specialist Intrinsic DevelopmentIT Systems Support SpecialistSummit, MissouriThis role will split time between providing day-to-day technical support to employees, managing IT equipment and user setups, and assisting with the planning, installation, and troubleshooting of IT infrastructure such as camera systems, access control, networking equipment, and community-wide Wi-Fi systems. This expansion coincides with the launch of our new 260+ acre mixed-use development, which will feature approximately 2,900 luxury multi-family units, as well as over 660,000 square feet of retail, office, entertainment, hospitality space, and other related commercial uses.
Technical Support Specialist Baker Tilly Advisory Group, LPTechnical Support SpecialistChicago, IllinoisBaker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston.
Deskside Support Specialist G2ITDeskside Support SpecialistIllinois$50,000–$55,000 / yearThis position is located on the watch floor, where you will directly assist end users, troubleshoot technical issues, and ensure timely resolution of service requests while supporting mission operations. Your regular activities will include: Provide first and second-tier technical support to end users for desktop computers, laptops, monitors, printers, peripherals, and software applications.
IT Support Specialist Sterling Engineering, Inc.IT Support SpecialistElmhurst, IL$70,000–$80,000 / yearAs the company continues to grow, they are looking to bring on an IT Support Specialist to support internal users and keep day-to-day operations running smoothly. We’re partnering with a family-owned manufacturer of advanced water chiller systems known for its stability, strong culture, and long-tenured employees.
Computer Systems Support Specialist AqueityComputer Systems Support SpecialistDowners Grove, ILFull timeThe Computer Systems Support Specialist supports and resolves issues related to workstations, printers, servers, networks, Microsoft 365, and vendor-specific hardware and software. This role requires strong technical aptitude, excellent customer service skills, and the ability to diagnose and resolve a wide variety of IT issues in a fast-paced Managed Services environment.
Tier 1 Help Desk / Application Support Specialist Alert IT SolutionsTier 1 Help Desk / Application Support SpecialistDowners Grove, IllinoisThe LLCS system is a Salesforce-based cloud platform integrated with Okta, used by IDPH staff and licensed long-term care facilities across Illinois to manage licensing, compliance, and facility information. Alert IT Solutions Inc. is seeking a Tier 1 Help Desk / Application Support Specialist to support the Illinois Department of Public Health (IDPH) on the Long-Term Care Licensing System (LLCS) project.
NewInnovative Agritech Tech Support Specialist Ingersoll RandInnovative Agritech Tech Support SpecialistChicago, ILThis role involves providing technical support to customers for both software and hardware issues, managing user access, and collaborating with technology specialists. The ideal candidate will have a degree in Electronics or Telecommunication Technology, two years of relevant experience, and be bilingual in French and English.
Clinical Application Support Specialist Jardogs.aiClinical Application Support SpecialistHillsboro, IllinoisExceptional verbal and written communication skills, with a proven ability to explain complex information clearly and concisely to diverse audiences (including busy healthcare providers). You will be the primary point support contact for users with concerns with medical billing, focusing on explaining the logic behind our AI-driven medical coding suggestions and ensuring a smooth user experience.
Project Support Specialist – Technical Documentation INTECONProject Support Specialist – Technical DocumentationScott AFB, IL$70,000–$90,000This position provides a combination of technical documentation, editing, formatting, document management, and project support services in support of Air Mobility Command (AMC) mission planning modernization initiatives. Overview : INTECON, LLC is seeking an experienced and detail-oriented Program Support Specialist to support the Mobility Air Forces (MAF) Mission Planning Systems (MPS) Capability Drop-4 (CD-4) program.
Temporary Support Specialist Northwestern UniversityTemporary Support SpecialistEvanston, ILTemporary Job Description: The Support Specialist is responsible for providing excellent Information Technology end user computing and/or Audio Visual support throughout the school of business to students, faculty, staff, and infrastructure (classroom, offices, and common areas). 2 - 4 years' of experience in the field of Information Technology end user computing and/or Audio Visual support or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
IS Field Support Specialist LUTHERAN SOCIAL SERVICES OF ILLINOISIS Field Support SpecialistDes Plaines, IL$28–$36 / hourEssential Functions: Provide level 1 and 2 support for systems via phone or at user workstation at LSSI locations while maintaining excellent customer support and effective resolution of issues, including support of applications and system software and computer hardware. Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workforce members, and collaborative organizations and/or individual in a dignified, respectful, honest, and fair manner.
Utility Project Support Specialist (Field Based) ERM International Group LtdUtility Project Support Specialist (Field Based)Rolling Meadows, IL$28–$35 / hourWho We Are: As the largest global pure play sustainability consultancy, we partner with the worlds leading organizations, creating innovative solutions to sustainability challenges and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations. An employees pay position within this range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
Senior Technical Support Specialist Northwestern UniversitySenior Technical Support SpecialistChicago, IL$65,120–$97,103 / yearThe available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. Minimum Qualifications: Successful completion of a full 2-year course of study in an accredited college or university leading to a bachelors or higher degree; OR appropriate combination of education and experience.
Technology Support Specialist Vedder CareersTechnology Support SpecialistChicago, IllinoisDeliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals. The Technology Support Specialist is responsible for delivering comprehensive technical support for all Vedder software, hardware, and technology platforms.
Meeting Support Specialist ForrestMeeting Support SpecialistChicago, IllinoisThe Meeting Support Specialist will provide training room and event space setups and will float between floors to assist Floor Hosts with meeting support and audiovisual services as needed. In this role, you will be responsible for ensuring meeting spaces are fully prepared, maintained, and operating smoothly while providing outstanding customer service and audiovisual support.
Product Technical Support Specialist ITWProduct Technical Support SpecialistCarol Stream, IllinoisProcess customer complaints and escalation requests related to technical findings (field-oriented) and report such information as a critical component of our regular escalation meetings / activities. Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions.