• 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.

• Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer sites with best-in-class service • Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols • Deliver customer familiarization for instrument operation and maintenance • Communicate service offerings including training, support, software, laboratory services products and field upgrades • Partner with our customers to understand their analytical workflow and application • Expected to travel up to 50% (50% locally in the state of MD and 50% in other states).

• Provide best-in-class front-line support to amplo customers, uncovering the root of customer pain points and ensuring timely and effective resolution of issues. • Serve as a subject matter expert for amplo and Salesforce functionality and best practices, offering holistic solutions aligned with business needs. • Investigate and reproduce technical issues, acting as the liaison between customers and engineering teams when necessary. • Document and communicate solutions effectively, including creating knowledge base articles, training materials, and process documentation. • Collaborate cross-functionally with Customer Success, Product, Engineering, and Sales teams to support customers and operational goals. • Support release management by testing new features, updates, and integrations prior to deployment.

• Providing first-line technical support (through the support platform and remote connection if required) • Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required • Working continuously on a task until completion including escalations and development requests • Responding within agreed time limits to call-outs • Prioritizing and managing many open cases at one time • Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material • Constantly improve your performance, meeting the goals assigned by the company and the manager of the department • Guide customers through the CMT Cloud deployment and configuration process • Onboarding and training partners and customers when required • Keep updated on Worldsensing products and solutions • Coordinate the technical services purchased by the customer • Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations) • Taking part in new developments and helping the Product team when required • Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required