PEAKE Technology Partners

• Monitor network infrastructure, systems, applications, and managed environments using network monitoring tools and systems, responding to alerts and notifications in a timely manner. • Investigate and diagnose network incidents and outages, following predefined troubleshooting procedures and escalation paths to restore service within established Service Level Agreements (SLAs). • Troubleshoot network, server, and infrastructure issues; identify root causes; and implement corrective actions to restore services while collaborating with internal teams and external vendors as needed. • Monitor and respond to cybersecurity alerts, endpoint protection events, suspicious activity, and infrastructure vulnerabilities in accordance with established security and incident response procedures. • Assist in proactive maintenance activities, including patch validation, backup verification, maintenance window activities, and system health reviews. • Identify recurring infrastructure issues and contribute to root cause analysis efforts aimed at reducing repeat incidents and improving long-term service stability. • Assist in developing and maintaining automation processes, monitoring thresholds, alerting logic, and operational efficiencies to reduce reactive workload and improve service reliability. • Document incident details, troubleshooting steps, remediation efforts, and resolutions within the incident management system while maintaining accurate and audit-ready records. • Create and maintain internal documentation, standard operating procedures (SOPs), and knowledge base articles to improve consistency and operational maturity. • Provide regular updates and communication to internal teams, leadership, and clients regarding incident status, remediation efforts, and resolution timelines. • Participate in shift handoff processes and maintain accurate transition documentation to ensure continuity across the 24/7 operational environment. • Assist with the implementation of network changes, updates, and configurations while following change management procedures designed to minimize disruption and maintain compliance. • Monitor network performance and utilization trends, analyze data and metrics, and provide recommendations for optimization and continuous improvement. • Collaborate with Service Desk, Engineering, Security, Client Success, and other internal teams to ensure seamless escalation management and efficient issue resolution. • Proactively identify tickets or alerts at risk of SLA breach and escalate appropriately to maintain contractual compliance and service quality expectations. • Participate in after-action reviews, continuous improvement initiatives, and operational process enhancements designed to improve efficiency, stability, and customer satisfaction. • Stay current with emerging technologies, cybersecurity trends, industry best practices, and operational standards through ongoing training and development. • Adhere to company policies, operational procedures, security standards, HIPAA requirements, and change management processes while promoting a culture of accountability and compliance. • Participate in scheduled after-hours, weekend, holiday, and on-call support rotations as required to support 24/7 operational coverage.

• Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets • Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems • Accurately log, categorize, and document all service requests in ConnectWise • Perform common service desk tasks including account provisioning, password resets, and access management • Diagnose issues efficiently and drive resolution or escalation based on priority and impact • Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4) • Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle • Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate • Contribute knowledge base articles and support knowledge-centered service practices • Follow up on tickets to ensure full resolution and a positive customer experience • Support adherence to HIPAA, security, and compliance standards in all interactions