• 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.

• Plan, coordinate, and run the daily operations of our Support Engineering team in Europe, securing high-quality support in line with our SLA targets. • Coach, develop, and hire for our Support team in Europe. • Partner with Support leadership to handle escalations, conduct operational reviews, and balance our resources. • Develop and mature our support efforts by implementing our target operating model. • Manage and nurture a tight interface with Customer Solutions, Sales, Product, and Engineering, ensuring a continuous data-driven feedback loop. • Work to improve and develop internal processes, standards, and tooling. • Act as a player/coach working closely with our Enterprise customers to resolve technical issues and answer questions. • Troubleshoot bugs, create reusable code snippets, and produce minimal reproducible examples of issues. • Develop standard solutions, author self-serve resources, and improve documentation as needed. • Be the customer’s voice and use people's feedback to help improve our product by liaising with product leadership. • Build and maintain support infrastructure, tooling, and workflows. • Liaise between customers and internal teams during incidents and escalations. • Continuously research best practices and learn existing and upcoming features of Sanity's content platform.

• Act as the primary escalation point for Level 1 Support, resolving complex technical issues that go beyond L1 capabilities. • Troubleshoot, diagnose, and resolve advanced issues related to our products, including server configurations, integrations, and performance optimisation. • Investigate and reproduce customer-reported bugs, providing detailed analysis and documentation for the development team. • Manage and maintain trading platform environments (MetaTrader 4/5), including configuration, plugin management, and system updates. • Perform advanced system administration tasks, including Windows Server and basic Linux operations, networking configuration, and API integrations (FIX/REST). • Collaborate with development, QA, and infrastructure teams to ensure timely resolution of issues. • Provide mentoring, guidance, and knowledge sharing to L1 Support team members. • Participate in post-incident reviews, identifying root causes and contributing to preventive measures. • Monitor and proactively identify potential technical issues using available tools (Jira Service Desk, Opsgenie, Confluence, etc.). • Prepare and update technical documentation, FAQs, and troubleshooting guides; and Any other duties relevant to the role.