• Ensure service agreements and warranty obligations are met • Provide technical support to end-users • Troubleshoot, diagnose, and repair Intuitive products • Conduct training sessions • Document service activities accurately

• Assume leadership of technical support efforts for Workday U.S. Payroll, specializing in resolving intricate issues and providing expert guidance to the payroll team. • Take ownership of configuring and maintaining Workday U.S. Payroll and Time Tracking modules, ensuring precise and streamlined processing of payroll data with a focus on accuracy, efficiency, and compliance. • Lead the testing and implementation of Workday U.S. Payroll updates, enhancements, and Workday releases. • Foster seamless collaboration with cross-functional teams including Compensation, Benefits, and Operations to elicit requirements, offer advanced technical solutions, and lead delivery of system enhancements. • Organize and lead meetings with stakeholder group, contributing insights, and fostering a collaborative work environment. • Write and maintain documentation of processes, configurations, and issue resolutions, ensuring comprehensive records are readily accessible. • Exhibit effective communication skills when liaising with end-users, vendors, and team members, delivering articulate and succinct technical guidance. • Provide dedicated support to the Controllership team’s SOX configurable controls within Workday U.S. Payroll, ensuring that these controls are appropriately designed and function effectively.

• Provide technical assistance and information to customers • Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person • Process RMA’s and warranty/non-warranty orders • Manage Tech Support cases in CRM • Work closely with engineering and manufacturing teams • Support product management function and collaborate with Service and Quality Assurance departments

• Take full ownership of technical support cases and work with clients from initiation through resolution. • Respond promptly to client inquiries, providing effective technical assistance and ongoing support. • Troubleshoot and resolve issues across Microsoft Azure services, including: • Entra ID user, group, role, and access management • MFA, Conditional Access, and sign-in troubleshooting • Password resets, account lockouts, and access recovery • Azure Virtual Network basics: subnets, NSGs, VPN basics, routing issues • Azure Storage: access, permissions, connectivity, shared access (SAS) issues • Backup and recovery: Azure Backup, recovery troubleshooting • DNS and domain support • Security and compliance basics: Secure Score checks and security recommendations • Ticket escalation coordination with internal engineers • Diagnose and resolve computer and telephony issues, delivering remote support and coordinating on-site support in New Zealand when required. This includes desktops, laptops, mobile devices, printers, scanners, and other ICT equipment. • Troubleshoot and resolve website-related issues, including technical errors, content loading problems, and DNS changes. • Support and manage Microsoft SharePoint, including: • Team Site and Document Library setup • Permissions management • Layout and configuration changes • Assist users with software-related queries across their ICT environments. • Set up and configure new users, accounts, and equipment. • Carry out proactive system updates, maintenance, and security checks. • Manage assigned projects and program components to deliver services in line with established objectives. • Maintain accurate documentation, including XP’s knowledge base and client-specific records.