• Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction. • Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture. • Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. • Improve integration methods by sharing client feedback and new technology trends. • Proactively monitor integration health to detect and resolve issues before they impact clients. • Manage and troubleshoot integration errors and downtime events. • Manage client communication on downtimes, integration defects and integration errors • Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements. • Triage and assign out incoming requests. • Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone. • Ensure compliance with industry regulations and data security best practices.

• Test and debug customer issues in lab environments • Work directly with customers through email, phone, and web conferencing • Document solutions to help customers and colleagues solve issues independently • Collaborate with cross-functional teams to improve product quality and reliability

• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **AVD environments**, including: - Dynamic host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts • Support user access and devices via: - Active Directory (AD) - Microsoft Entra ID (Azure AD) - Intune • Perform daily checks, follow change processes, and escalate issues when required

• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **Nerdio-managed AVD environments**, including: - Dynamic host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts • Support user access and devices via: - Active Directory (AD) - Microsoft Entra ID (Azure AD) - Intune • Provide operational support for: - PrinterLogic - Mimecast - Zscaler • Perform daily checks, follow change processes, and escalate issues when required **Role Level & Growth Path**This role may be filled at different levels depending on experience. Some team members will focus on ticket resolution, while others may take on deeper troubleshooting, escalation support, or coordination responsibilities. Role level and scope will be discussed during the interview process.