Role Description An exciting opportunity exists for a Support Technician to support the Executive Committee (EXCO) at SAOTA & ARRCC. This role focuses on producing high-quality internal architectural documentation, drawings, templates, and digital resources that support executive portfolios and internal office initiatives. This position is well-suited to a technically strong, detail-driven individual who enjoys producing accurate, well-considered work for internal use and contributing to the smooth functioning of executive-level architectural documentation. The Support Technician supports the Executive Committee (EXCO) by assisting with internal office portfolios. The role involves preparing drawings, imagery, templates, manuals, and documentation required for internal office use, as well as supporting material sourcing, cataloguing, and digital asset creation. All work is produced using software, including Revit, Excel, Word, PowerPoint, and InDesign. Key Responsibilities - EXCO Support: - Support EXCO units by producing building presentation templates - Design guideline workbooks (digital diagrams and/or hand sketches) - Basic internal web page designs - Drawing & Graphic Support: - Complete drawing work required for in-house use - Provide graphic support for the internal SharePoint online library - Produce accurate, high-quality internal documentation and visuals - Digital Assets & Documentation: - Assist with documenting product samples - Create and maintain digital material assets for Revit and Lumion - Tag architectural element, styles and materials in the project library for accurate internal referencing - Library & Materials Support: - Assist with cataloguing materials and products when required - Support general topical research and material sourcing for internal EXCO initiatives Qualifications - Architectural Degree or Architectural Technology Diploma - Minimum of 2 years' relevant experience (essential) - Strong Revit skills (essential) - Adobe Suite proficiency (essential – Photoshop and InDesign) - Advanced MS Office skills (essential – Excel, Word, PowerPoint) - Lumion skills advantageous - Strong attention to detail and excellent organisational skills - Ability to work accurately, independently, and collaboratively Benefits - Work within a highly regarded, design-led architectural practice - Play a key role in supporting Executive Committee portfolios - Contribute to the development of high-quality internal architectural resources - Collaborate with senior stakeholders in a professional, fast-paced environment

• Provide Level 1 user support, primarily by phone, in a high-volume environment. • Handle requests related to a new authentication application: assist with ordering and tracking authentication keys. • Support users through their first login (passwords, access, verifications). • Receive, qualify and process requests through multiple channels: phone, email and tickets. • Create, update and follow up on tickets in the ticketing system. • Perform remote diagnostics on Windows and macOS environments. • Use remote control tools to assist users. • Escalate incidents to Level 2 when necessary, providing clear and complete tickets. • Strictly follow established procedures and guidelines.

• Own L2 escalations; reproduce/isolate/fix issues across services, APIs, data pipelines. • Investigate and debug ingest/ETL failures, schema drift, throttling; run safe replays/backfills. • Analyze logs/traces/DB metrics; apply targeted config changes/workarounds. • Communicate effectively any issues, debug steps and requirements to the dev team for permanent fixes. • Support releases (staging checks, smoke tests, rollbacks). • Write/update runbooks & KBs; tune alerts/dashboards; contribute to RCAs. • Communicate clearly with customers; join bridge calls when needed.

• Be the primary point of contact for our external customers in supporting our claims management platform • Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution • Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently • Contribute to knowledge base articles and other documentation • Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support