• Receive, review, monitor and process purchase orders (POs), reporting status to relevant areas and indicating opportunities for process improvement; • Verify and correct and/or report to the responsible areas any inconsistencies in POs, such as taxes and duties, delivery and payment terms, technical specifications of materials, and other contractual conditions; • Track, analyze and present a monthly report on the status of POs (history of incidents, consumption, balance, areas served, supplier performance, claims); • Send the reviewed PO to the supplier and await their acceptance, taking all necessary actions until the PO is issued to the supplier in accordance with the contracted terms; • Draft and submit inquiries and requests to Legal, Finance, Tax, Guidance, PCAD and other areas to address tax, system and technical issues, such as NM; • Promptly update POs, reporting status in accordance with the Client's guidance; • Track, analyze and present a weekly report on the status of POs that were processed (materials, quantities, supplier, contract, submission status and supplier acceptance, among other information requested by the Client); • Assess PO fulfillment status, diagnose issues and implement necessary actions to maintain service continuity, whether maintenance, revision or cancellation of the PO, while keeping relevant areas informed; • Review purchase requests; • Interact with other areas such as suppliers, planning, requestors, contract management, diligence/follow-up, warehouses, tax and others to resolve any pending PO issues until the process is complete (supplier payment); • Keep information and incident records related to POs up to date and organized; • Support negotiations and discussions related to POs with suppliers; • Organize, attend, facilitate and document meetings with suppliers and/or the Client's internal areas, and follow up on and/or execute the agreed action plan; • Prepare and present biweekly and/or monthly reports with KPIs monitoring the activities described in this service position; • Other activities necessary to support contract management and the handling/diligencing of operational and/or capital assets.

• Develop a portfolio view of CSE programs’ scope and objectives. • Lead planning, execution, and delivery of large cross-functional initiatives. • Enable the teams to deliver against the roadmap at all stages of the project lifecycle. • Manage effective communications to leadership and across teams on key decisions, status, and risks. • Define and align on success criteria with relevant stakeholders. • Partner with developer teams to develop and enforce high quality internal documentation. • Collaborate with leadership to implement best practices and aligning on priorities across CSE. • Provide visibility into key performance indicators so leaders are aware of risks and opportunities. • Build atmosphere of trust within the team and inspire team to do their best work.

Help Desk Support Technician, Tier II Department: Help Desk Employment Type: Full Time Location: BCS365 - Remote Compensation: $29.18 - $35.92 / hour Description The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components. Key Considerations: - Must be authorized to work in the U.S. - This is a full-time, direct hire position. - Schedule: Monday - Friday, 10:00 AM - 7:00 PM (PT) - Must be able and willing to provide local, on-site support in the Scotts Valley, CA area as needed. - Reliable transportation required. - Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. Essential Duties and Responsibilities Responsibilities - Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals. - Function as the first point of contact to the customer for all types of service requests. - Required to be on Phone Support when not actively working a case. - Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to: - Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures. - Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable. - Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures. - Responsible for entering time and all work with proper updates in ticketing system as it occurs. - Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported. - Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.) - Addressing phone related issues (Apple and Android) via Intune or other MDM. - Administering security group permissions on files shares, SharePoint and other applications per policy. - Troubleshoot network connectivity, printer issues, and collaboration applications. - Responsible for technical break/fix support for all ITS Systems currently deployed in production. - Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. - Responsible for administration, maintenance and second level support of back-end global ITS systems. - Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base. - Identification of opportunities for continuous improvement of systems in production. - Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA. - Maintain acceptable KPI’s levels to meet expectations. - Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently. - Data entry may be required for new and active clients on Ticketing system. - Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service). - Onsite work at client locations will be required as needed. - Other duties as assigned. Customer Focus - Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues. - Illustrated diplomacy, tactfulness and empathy when dealing with customers. - Exemplified ability to defuse escalations and high-tension situations. - Well-developed ability to appease customers experiencing service outages and difficulties. - Ability to listen actively and ask clarifying questions to seek understanding. - Experience going above and beyond the duty to delight customers. - Must have a genuine drive for customer satisfaction and retention. Decision-Making and Self-Management - Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. - Skills in troubleshooting, solving problems and root cause analysis. - Excellent organizational and time management skills. - Capability to manage own workload while meeting team goals and business needs of the company. - Proven aptitude to work well in a team or independently with minimum supervision. - Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment. Troubleshooting - Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting. - Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services. Competencies, Skills, and Qualifications Required Certifications, Licenses and Experience - Education: Bachelor’s degree in computer science or related field - IT Experience: 4 years minimum - Previous MSP experience, or experience supporting external customer base - Must have O365 Admin, Azure (AAD) and On-Prem AD experience - Familiar with Group policy and Conditional access policy (CA) - Experience with ServiceNow and Automate RMM - Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology - Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900 - Preferred Certifications: MS 102, AZ 104 or CCNA - Continually advancing your knowledge base through certification courses Physical Requirements: - Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs. - Must be able to use a computer, handle IT equipment, and communicate with customers. Perks & Benefits - Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness - Paid Time Off (Vacation, Holidays, Birthday) - 401k Retirement Plan with Company Match - Peer-to-Peer Recognition - Learning and Development - Pet Insurance - Fun On and Off-Site Events - Referral Bonus Program - Employee Assistance Program

• Owning the problem resolution and working independently to address customer concerns & technical issues in a timely manner. • Driving troubleshooting and complex data analysis of the Akamai platform/services for quick mitigation & prevention of customer issues. • Collaborating and leading communications(emails/calls) with internal+external stakeholders to effectively manage complex situations. • Supporting your peers by prioritizing pooled customer work, ensuring quality handover of work and knowledge. • Enhancing organizational and customer knowledge through technical writing, while continually developing expertise and driving innovation across processes, operations, and technology.