• Maintain communication with the first level support, partners and customer. • Provide technical solutions (via phone, e-mail, remote log in, video conferences, chat etc…) to first level global support team (field service and remote engineers). • Work together with the cross-functional team to define a plan of action to solve 2nd level service cases. • Communicate efficiently and effectively internally and with customers and partners by asking targeted questions to quickly understand root cause issues. • Oversee and handle escalated cases. • Promptly and appropriately escalate unresolved issues to the relevant team and to the second-level support manager. • Support the second-level manager in organizing global support for technical escalations and managing projects to improve service excellence. • Create, develop, and continuously improve the customer support & applications knowledge database. • Provide service trainings to first level field and remote engineers, maintain, and develop training material. • Provide first line system level, technical support including but not limited to diagnostics, solution plans, training, and customer facing communication.

• Demonstrate both technical & functional leadership in their modality • Serve as Consulting Engineer and Decision Support for Market Teams • Provide technical support to Field Engineers, Clinical Engineers, and customers • Maintain knowledge of modality products, service expertise, and tools • Act as a change agent/field advisor in areas like product serviceability and reliability

• Working across teams and closely with our customers, promote and deliver high quality technical and customer support. • Provide remote support to clients, solving complex and non-complex problems to minimise system down-time and loss of productivity. • Using support tools to manage and track tickets and customer issues. • Primary escalation point for Level 1 and Level 2 support staff. • Responsible for advanced troubleshooting of supported services • Escalating issues to management as appropriate. • Manage set-up activities for small to medium scale deployments/projects. • Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements. • Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets. • Monitor the performance of systems and assist with the identification of potential issues and propose solutions. • Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes. • Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company. • Research and test new product offerings which may become part of our service offerings. • Documenting support-related processes and procedures (SOP). • Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.

• Manage and resolve Level 2 support tickets across telco and MSP services • Triage issues and liaise directly with customers via phone and email • Provide clear, regular updates to customers on ticket progress • Troubleshoot and support Avaya phone systems • Support Microsoft 365 environments (user support, optimisation, onboarding/offboarding) • Assist with customer onboarding and offboarding activities • Work closely with Operations and Service Desk leadership on priorities and escalations • Support and maintain Avaya phone systems across a large customer base • Assist with telephony solutions, including call flows, call recording, reporting, and PABX platforms