*THIS POSITION REQUIRES THE EMPLOYEE BE PROFICIENT IN ENGLISH & PORTUGUESE* Summary Provides support via phone, e-mail and chat for various PC hardware and software applications. Essential Duties and Responsibilities - Provides support via phone, e-mail and chat to employees of corporate clients. - Assists users in troubleshooting Outlook. - Provides support for Microsoft Operating Systems (Windows7, Windows 10). - Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365). - Provides support for mobile devices including configuration and email sync. - Handles 50-60 issues per day efficiently and appropriately. - Maintains regular and punctual attendance. - Utilizes Active Directory database to reset network passwords. - Assists users in adding and changing network printers. - Provides technical support for VPN connectivity issues. - Controls user’s computers utilizing remote access tools. - Troubleshoots remote access connectivity problems. - Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. - Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. ​ - Supports and conducts self in a manner consistent with client service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education - Trade School Certificate or Associate Degree in related field. Experience / Technical Requirements: - 1 year experience in call center or service desk environment. - Knowledge of various PC hardware and software applications including: - Operating Systems: Windows 7, Windows 10 - Office 365 Support - User creations/terminations (tasks/requests) - End-user self-service tools - Cloud support – multiple device data syncing - ServiceNow or other ticketing systems - Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc. - Internet Service Provider (ISP), Cable Modem, and Internet Support. - Effective troubleshooting and documentation skills - Experience navigating a knowledgebase - Proficient use of Microsoft Office applications. Certifications - None Other Skills and Abilities - Strong technical and client interaction skills. - Self-starter with excellent organizational, administrative and interpersonal skills. - Ability to follow through with tasks, projects, and troubleshooting with minimal supervision. - Excellent oral, written, technical, and business communication skills. - Ability to multi-task and work in fast paced environment. Hardware & Software Requirements To perform the duties of this role you are required to have a personal smart phone with 2-factor authentication capabilities that can willfully be used for work related tasks Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Hourly Compensation Range: $16/hr to $18/hr

• Manage and maintain hybrid cloud infrastructure spanning AWS and on-premise environments, ensuring high availability and minimal downtime for mission critical applications • Design and implement scalable system architectures that optimize performance, security, and cost efficiency through continuous resource utilization analysis and rightsizing recommendations • Establish, enforce, and maintain security standards in compliance with government regulations, including NIST Risk Management Framework (RMF) • Configure, monitor, and maintain security infrastructure including firewalls, intrusion detection/prevention systems (IDS/IPS), antivirus solutions, SSL certificates, and domain management • Conduct regular vulnerability assessments and implement systematic remediation strategies through patch management, security hardening, and proactive threat mitigation • Maintain a robust security posture capable of defending against evolving cybersecurity threats • Design and implement complex network solutions that align with organizational objectives and scalability requirements • Research and evaluate emerging technologies to enhance infrastructure capabilities and operational efficiency • Develop and optimize CI/CD pipelines to enable automated, reliable software deployments • Create and maintain comprehensive technical documentation covering system architecture, standard operating procedures, and disaster recovery plans • Implement and manage monitoring solutions to proactively identify performance/security issues and system anomalies • Analyze system metrics and trends to ensure optimal reliability and performance • Coordinate scheduled maintenance windows for patch management and system updates • Develop post-incident reports and root cause analyses to drive continuous improvement and prevent recurrence

• Architect, deploy, and operate scalable, secure production environments (AWS preferred). • Lead reliability improvements across multiple engineering streams. • Design and evolve Kubernetes-based infrastructure, including migration and optimisation initiatives. • Build and enforce strong Infrastructure-as-Code standards. • Define and operationalise SLIs, SLOs, and error budgets. • Strengthen observability across applications, infrastructure, data pipelines, and ML systems. • Work closely with product and data teams to integrate model analytics and product telemetry into reliability insights. • Work across and optimise the entire CI/CD pipeline, from build to deploy to rollback. • Improve release safety, deployment frequency, and predictability of SLAs. • Lead incident response for complex cross-system failures and drive postmortems. • Reduce operational toil through automation and platform engineering improvements. • Design processes and tooling to absorb, standardise, and troubleshoot customer environments. • Support and productionise ML workloads (MLOps practices including model deployment, monitoring, retraining workflows). • Ensure infrastructure aligns with enterprise-grade security and regulatory requirements. • Mentor engineers and raise the overall reliability bar across teams.

• Own and lead all SRE-related strategy, standards, and execution. • Embed SRE culture and operational excellence across engineering teams. • Review the current infrastructure and operational model; redesign and rebuild where needed. • Architect, deploy, and maintain scalable, secure production environments. • Define and implement SLIs, SLOs, and uptime targets. • Establish robust monitoring, alerting, and observability practices. • Design and implement incident management, RCA and postmortem processes. • Build and manage sustainable on-call frameworks and escalation models. • Automate the software delivery lifecycle to improve release predictability and safety. • Create reproducible environments and IaaC provisioning templates. • Improve system performance, availability, and reliability. • Support and productionise data platforms and ML workloads. • Partner closely with QA and Engineering leadership to improve release quality and stability. • Ensure infrastructure meets enterprise-grade security and regulatory requirements. • Hire, manage, and mentor a team of SRE engineers.