ROK Technologies, LLC

• Own the First Response • Act as the front line of support for ROK clients—owning tickets from intake through resolution or escalation • Deliver fast, clear, and confident communication with both technical and non-technical users • Ensure every interaction reflects ROK’s commitment to high-touch, high-quality service • Solve Real Problems in Cloud Environments • Troubleshoot issues across: Citrix Virtual Apps & Desktops, Azure Virtual Desktop (AVD), AWS WorkSpaces • Diagnose and resolve: User access and authentication issues, Performance degradation and latency, Connectivity, VPN, and session issues, Profile-related problems • Support both ROK-managed and client-managed environments • Support GIS in the Cloud • Assist users working in Esri ArcGIS environments hosted in cloud platforms • Troubleshoot issues tied to: GIS application performance, Data access and publishing, Integration with virtual desktop platforms • Partner with ROK’s specialized GIS and Enterprise teams for deeper issues • Keep Systems Running Smoothly • Monitor alerts and proactively respond to incidents across AWS and Azure • Support user provisioning, permissions, and environment configuration • Perform administrative tasks across: Active Directory / EntraID, Domain Services maintenance, Cloud infrastructure (compute, storage, networking basics) • Document, Improve, Repeat • Document issues and resolutions with clarity and consistency • Contribute to ROK’s internal knowledge base and runbooks • Identify patterns and recommend automation or process improvements • Collaborate with Experts • Escalate complex issues with strong documentation • Work cross-functionally with: Cloud Engineering, Database Team, Enterprise GIS Team • Participate in on-call rotation as part of a team-first support model

• Work as a leader in a team environment to administer, monitor, and troubleshoot ArcGIS Enterprise based solutions in cloud environments, such as Amazon Web Services (AWS) and Microsoft Azure (Azure) • Implement and validate solution changes, ensuring minimal downtime and maximum operational efficiency • Lead adherence to SLA response times and standards based on ROK contractual agreements • Proactively recognize potential inefficiencies in both ArcGIS Enterprise configurations and the supporting cloud environments utilized by our clients • Be proactive in recognizing and handling uptime and performance challenges • Assist and lead the upgrade process for ArcGIS Enterprise environments • Engage with Development, QA, and Product teams in bringing cases to resolution • Provide leadership and guidance to other members of the team • Troubleshoot systems and provide root cause analysis • Provide rotational 24/7 on-call technical support • Stay up to date on the latest and greatest releases from Esri

• Understand our clients. Develop a strategy to assist clients in making the most of their Enterprise and ROK’s GIS Managed Cloud Services. • Establish Regular meetings (Health Checks) with newly onboarded and existing customers to ensure we are proactively trying to understand their goals, challenges, and overall business model. • Identify GIS, IT, and Esri stakeholders within and servicing our clients organization. • Understand common knowledge gaps across our client base and lead formal and informal training sessions to assist with their understanding. • Monthly Reports: Create and send monthly, service summary reports to our clients. • Create and send amendment and renewal contracts when new services are requested, or annual expiration dates are approaching. • Collaborate with the ROK Team. Help to build a truly client-centric team here at ROK. • Assist with support tickets as needed and work with our Technical Team to prioritize tickets and address Esri COTS related questions and issues. • Develop help guides, training videos, white papers, etc. on a variety of topics • Support Client Success Director to mature the build out of our client portal and develop/maintain knowledge base for clients • Work with the Implementation Project Management Team to get a holistic view of clients moving into Managed Services • Esri training: Stay abreast of new offerings and alert the team to training opportunities. When possible and relevant, capture notes from attended training and communicate back to the team.

• Build and customize Salesforce Experience Cloud sites, portals, and community pages using Experience Builder. • Develop, test, and deploy Lightning Web Components (LWC) to deliver custom UI functionality in Salesforce Experience Builder. • Collaborate with ROK Teams to understand requirements and translate them into scalable front-end solutions. • Integrate with backend services including Apex, REST APIs, and third-party systems as needed. • Build reusable components that adhere to Salesforce best practices and LWC development standards. • Optimize components for performance, accessibility, and usability. • Troubleshoot, debug, and resolve front-end and Salesforce-specific UI issues. • Participate in code reviews, maintain documentation, and ensure high code quality. • Stay up to date on new Salesforce UI capabilities.

• Administer Salesforce: owning configuration, security, user management, and release management. • Learn and manage additional business platforms as needed. • Maintain integrations between Salesforce and other internal and external systems, ensuring data integrity and reliable synchronization. • Enforce operational procedures and security policies across all systems. • Troubleshoot advanced application and platform issues. • Translate business requirements into scalable technical solutions. • Oversee capacity planning, performance optimization, and change management. • Manage data integrity, user provisioning, and access controls.