• Overseeing the daily operations of the Information Technology (IT) Helpdesk team. • Ensure timely and effective resolution of technical issues. • Manage the IT managed service provider, maintain service level agreements (SLAs). • Contribute to the continuous improvement of IT support processes and infrastructure. • Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery. • Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations. • Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack). • Ensure prompt and accurate resolution of technical issues across hardware and software. • Develop, implement, and maintain helpdesk procedures, standards, and best practices. • Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors. • Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal). • Manage onboarding and offboarding procedures and processes. • Serve as an escalation point for complex or critical technical problems. • Stay current with emerging technologies and industry best practices. • Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues. • Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications. • Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance. • Monitor user satisfaction and implement initiatives to improve the overall service experience. • Communicate planned outages, system updates, and critical information to end-users effectively.

• Provide advanced technical support for media and television systems • Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices • Serve as a technical escalation point for Tier 1 agents • Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations • Coordinate with engineering or technical teams to resolve advanced issues • Provide detailed documentation of troubleshooting processes and solutions • Assist in improving support processes and knowledge base documentation

• 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