• Provide technical support across various systems, focusing on diagnostics and root cause analysis. • Resolve technical inquiries from Customer Dealers and internal teams. • Guide dealers through repair processes and ensure accurate case documentation. • Collaborate with dealer technicians and internal agents to resolve complex technical issues. • Document cases and technical data in internal systems. • Coordinate Field Engineer visits. • Engage in training and product knowledge exchange. • Collaborate with engineers, project managers, and dealership staff to share insights and trends. • Occasionally conducting vehicle testing and servicing arrangements. • Escalate cases when necessary, ensuring all relevant information is included and properly documented. • Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

• Provide technical support across various systems, focusing on diagnostics and root cause analysis. • Resolve technical inquiries from Customer Dealers and internal teams. • Guide dealers through repair processes and ensure accurate case documentation. • Collaborate with dealer technicians and internal agents to resolve complex technical issues. • Document cases and technical data in internal systems. • Coordinate Field Engineer visits. • Engage in training and product knowledge exchange. • Occasionally conducting vehicle testing and servicing arrangements. • Escalate cases when necessary, ensuring all relevant information is included and properly documented. • Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

• Facilitate strategy, roadmap, design, and planning workshops • Ensure that customer expectations are appropriately set and managed • Own the end-to-end scope of our solutions, across multiple domains, in the delivery of service offerings • Break down the problem into manageable segments, identifies the factors that affect the problem and decides how to approach the project • Presentation of deliverables to client executive management • Support business development pursuits through client discovery meetings that help qualify opportunities and allow the ideation of a strawman proposal • Represent service offerings during the sales cycle, including project scoping, proposal development, and presenting proposals to clients • Develop and promote relationships with customers and present technical solutions to C-Level executives • Develop and enhance Ensono’s Advisory services offerings, including consulting offerings and deployment services • Technology thought leader and evangelist • Maintain a broad knowledge and understanding of the current and anticipated future state of the IT marketplace including IT trends, technologies, and standards • Mentor to team members

• Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues • Respond to incoming customer requests for service promptly, courteously, and in a professional manner • Record customer information and verify information • Reply to customers with established incidents in a timely manner • Conduct an assessment of the incident based on the customer’s description • Provide prompt customer support and response for all requests • Perform diagnostics and troubleshooting for supported hardware • Create, organize, review, and update Help Desk knowledgebase documents