• 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

• Lead the design and development of custom applications, integrations, and middleware. • Provide technical direction for enterprise-level architectures, ensuring scalability, security, and performance. • Oversee the implementation of solutions using modern cloud platforms and development frameworks. • Review code, architecture designs, and technical documentation to ensure quality and adherence to best practices. • Stay current with emerging technologies, frameworks, and best practices to guide team decisions. • Collaborate with clients to understand their business goals, translating these into technical requirements and strategic solutions. • Function as a trusted advisor to clients, offering insights and recommendations on technology strategy and system design. • Deliver presentations, workshops, and technical demonstrations to both technical and non-technical stakeholders. • Lead client-facing meetings, discovery sessions, and ongoing communications to ensure alignment and project success. • Manage direct reports, provide performance feedback, career development, and regular evaluations. • Mentor and guide junior team members, fostering a culture of learning and collaboration. • Drive collaboration between cross-functional teams including UX, DevOps, and QA to deliver integrated solutions. • Support the professional growth of team members through knowledge sharing and hands-on coaching. • Participate in project planning, estimation, and delivery in an agile environment. • Monitor project progress, troubleshoot issues, and ensure on-time, on-budget delivery. • Proactively identify and mitigate risks related to technical delivery, client satisfaction, and resource allocation.

• Respond to and resolve customer questions through chat, email, and telephone calls quickly and effectively • Assist in onboarding, educating, and supporting our customers through their journey • Help and guide our customers with technical and billing-related questions • Act as a customer advocate by passing along unique questions and challenges that you see our customers are experiencing • Increase customer satisfaction and build loyalty by providing an outstanding, personal customer experience

- Provide remote support via phone, PSA ticketing system, and remote-control tools. - Troubleshoot common IT issues (M365, Windows/macOS, printing, VPN, email, etc.). - Respond to RMM alerts (patching failures, AV alerts, offline endpoints). - Perform basic system administration (M365 accounts, Azure AD identity issues). - Escalate complex issues with complete notes and diagnostics. MSP Workflow & Documentation - Follow MSP workflows including SLAs, ticket documentation, and escalation rules. - Maintain detailed, accurate ticket notes and real-time time entries. - Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation standards is required. Customer Service & Communication - Deliver exceptional customer service with clear, professional communication. - Communicate directly with end users and write detailed ticket notes. - Must be able to explain technical issues clearly and professionally.