• Develops proficient competence for assigned services and systems while grasping the integration and interaction of all supported services and systems • Provides guidance and support for computing platforms and systems integration • Actively participates in on-going processes to integrate end users requests with software functionality • Contributes to analysis and recommendations relating to performance and/or capacity of systems to ensure reliability for current and/or future use • Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC distributed systems IT environment

• A Support Engineer will start of the day with: Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket. • Throughout the day a Support Engineer will be responsible for: Adhering to scheduled tickets. Responding to customers on tickets assigned to them. • At the end of the day a Support Engineer will: Review their schedule. Ensure all tickets assigned to them have been responded to. Reply or call back on any newly assigned or customer-responded tickets. Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow-up requests.

• Provide operational support for primary revenue-generating applications, participating proactively in incident resolution • Respond to support tickets and user inquiries with timely, effective solutions • Monitor system performance and proactively identify potential issues with applications and infrastructure • Document technical procedures, troubleshooting steps, and knowledge base articles • Create and maintain end user documentation for internal applications • Collaborate with platform engineering team on incident response and system improvements • Assist with user onboarding and training on systems and cloud platform access

• Provide remote support to customers via phone, web, and email. • Take ownership of customer issues and handle problems through to resolution. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Prioritize and managing open escalation cases. • Provide accurate and prompt updates to customers. • Manage technical escalations and participate in conference calls. • Some weekend coverage as required • Participate in cross regional/functional swarming support model • Document knowledge in the form of knowledge base articles.