• Engage directly with large VIP customers (often embedded in their teams) to ensure successful adoption, integration, and scaling of WordPress VIP solutions. • Directly identify and solve complex architectural and technical problems. • Partner with customers as they leverage VIP’s support capabilities, ensuring they fully utilize VIP's high-availability support. • Conduct technical discovery and design sessions, producing architecture recommendations, migration plans, and implementation guidance. • Maximize the customer’s value from VIP’s platform, integrations, and partner ecosystem. • Identify and shape professional services opportunities through ongoing technical engagement. Document and refer engagements to other VIP PS teams. • Define scopes of work (SOWs) for technical expansion projects, collaborating closely with Services, Account Management, and Commercial teams. • Participate in presales and renewal discussions as the technical voice of confidence and credibility. • Maintain a living technical knowledge base of customer architectures, deployments, and patterns. • Act as the internal authority on assigned customer environments, proactively identifying risks and opportunities. • Contribute to team-wide tooling and process improvements, including delivery platforms, AI workflows, and documentation systems (e.g., Rocketlane, Notion, or similar).

• Perform failure analysis and support troubleshooting • Evaluation of the solutions in collaboration with the Technical Director • Ensure that all works are performed in a cost and time efficient manner, with owner's approval as required • Flies on board the aircraft as per duty roster • Rectifies discrepancies • Performs line maintenance tasks • Manage maintenance projects on site with Maintenance Center • Identify potentials additional works for Maintenance • Assure the Maintenance is performed efficiently • Verify and approve Maintenance invoices • Perform briefing with the Crew and MRO team

• Serve as a primary point of contact for incoming Service Desk calls, providing timely and professional technical support. • Perform ticket triage to properly prioritize, categorize, and route issues to the appropriate queue or escalation path. • Troubleshoot and resolve escalated technical issues across endpoint, identity, networking, and cloud services. • Communicate effectively with end users to gather technical details, explain resolutions, and ensure a high level of client satisfaction. • Administer Microsoft 365 environments across multiple client tenants. • Manage user accounts, licensing, and access controls within Microsoft Entra ID (Azure AD). • Configure and maintain Conditional Access policies to enforce security requirements such as MFA, device compliance, and location-based restrictions. • Support Exchange Online administration, including mailbox permissions, mail flow troubleshooting, and distribution group management. • Assist with SharePoint Online and OneDrive troubleshooting, permissions management, and synchronization issues. • Support endpoint management through Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application deployment. • Assist with Autopilot deployments, device provisioning, and lifecycle management. • Troubleshoot device compliance issues related to Conditional Access and Intune policies.

• Design and implement enterprise Azure architectures, including compute, networking, storage, security, and identity services • Architect Azure Landing Zones aligned with the Microsoft Cloud Adoption Framework (CAF) and Well-Architected Framework • Design secure and scalable environments for AI, application, and data workloads • Develop reference architectures, solution designs, and deployment frameworks • Conduct targeted discovery and assessment across multiple Azure subscriptions to establish a comprehensive current-state baseline. • Key activities may include: Reviewing identity and access management, Performing Azure resource inventory, Evaluating security posture and network exposure, Assessing governance and landing zone readiness, Analysing cost management and optimisation opportunities, Conducting stakeholder workshops and technical interviews • Deliverables include: Discovery assessment report, Prioritised remediation roadmap, Executive briefing presentation