• Provide Tier 1 and Tier 2 technical support for cloud-based and on-premises systems • Troubleshoot hardware, software, and access issues for end users • Respond to and resolve tickets using systems such as Jira or ServiceNow • Support remote desktop troubleshooting and user assistance • Assist with device provisioning, setup, and configuration • Maintain accurate ticket documentation and resolution notes • Track IT assets and support inventory management processes • Escalate complex issues to higher level support teams as needed • Deliver strong customer service and clear communication to users

• Deploy, configure, and support a large-scale production and corporate network and server infrastructure in data centers and Point of Presence (POP) sites throughout the assigned region • Calculate and document equipment power requirements and work with Engineering, Facilities Operations, and/or collocation vendors to meet these requirements • Participate in project timelines to support network turn-up within expected completion intervals • Responsible for asset management of networking gear in datacenter and POP sites • Proactively contribute to documentation, automation and processes as they evolve • Create network and server rack face elevations, floor plans, wiring diagrams, and detailed port maps for new deployments and documentation • Create statements of work for vendors at the POP sites • Prepare cage and rack designs, and understand the overall needs of POP infrastructure • Document and follow RMA processes and procedures for all relevant vendors • Follow, improve, and implement data center and POP best practices • Provide necessary escalations to higher support tier; assist Sales and Customer Support with technical operations, and work with internal departments to ensure customer satisfaction • Work closely with Network Engineering, Logistics, and equipment vendors as new equipment and technologies are integrated into the production network • Use internal tools and scripts to configure, monitor, and repair servers and network equipment • Detect and diagnose various error/failure conditions across an array of server types • Other duties as required

• Provide technical support to clients via phone, email, and remote access—handling everything from basic troubleshooting to advanced escalations. • Diagnose and resolve hardware, software, and network issues for multiple clients. • Perform O365 and Windows administration, user account management, and access provisioning. • Support and troubleshoot VOIP systems (e.g., 3CX). • Manage and maintain RMM and PSA tools (e.g., Datto, Halo). • Mentor junior engineers and provide guidance to improve team troubleshooting skills. • Lead or assist with IT projects, e.g cloud migrations, system upgrades, deployments, and process automation etc. • Identify and implement solutions to reduce recurring issues and improve efficiency. • Develop and maintain PowerShell scripts to automate routine tasks and streamline operations. • Collaborate with vendors and clients to plan, test, and deliver new IT solutions. • Log issues and resolutions accurately for future reference. • Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery.

• Collaborates with business, technology, and product stakeholders to drive holistic architectural design. • Monitors industry and the competition for solution-focused technical and process changes and advances. • Develops the logical and technical architecture for project and platform initiatives. • Evaluates performance, security, reliability, operations, technology and interoperability requirements and produces high level design deliverables that enable development teams to produce products that are flexible, scalable, and secure. • Works with cross-functional technical, development and delivery teams to ensure application of smooth, efficient and scalable release processes. • Communicates technical architectures, relevant technologies, practices, platforms, and products to delivery teams and other stakeholders. • Translates business requirements into technical specifications, including data streams, integrations, transformations, databases, and data warehouses. • Helps define data architectural framework, standards, and principles, including modeling, metadata, security, reference data, etc. • Helps define reference architecture and patterns others follow to create and improve data systems. • Collaborates with data users, software and other technical stakeholders to structure effective data flows – from generation through transition to application. • Provides Systems Architecture advice and support across a larger product portfolio or business line. • Collaborates with business, engineering and product stakeholders to drive holistic technology implementations while maintaining constant focus on delivering client value. • Works with portfolio stakeholders and customers to align the architectural direction of the solution intent. • Drives structuring of the product vision, roadmap, priorities, enabler capabilities, non-functional requirements and solution demo activities. • Consults with architecture, development, infrastructure and operational teams to address issues relating to performance, security, scalability, observability and availability.