This is a full time remote job Job Description Job Summary You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers. You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations. Reporting Structure • This job reports to Team Lead – Customer Support. Job Objectives •Enhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers' needs and providing appropriate solutions to ensure customer satisfaction. •Troubleshoot technical problems faced by business users and escalate complex issues to the technical support teams for resolution. •Effectively communicate customer concerns, requirements, and feedback to the support teams. Job Responsibilities Customer & Technical Support •Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alerts. •Respond to customer issues / queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue. •Perform remote troubleshooting as a first level through diagnostic techniques. •Provide accurate information on IT products and services. Issues Monitoring •Track and follow up with technical teams till the issue is resolved and service request is closed. •Handle communication with stakeholders and provide regular updates for reported issues. •Manage Incidents, Problems, Change and Service Requests. •Share any feedback or suggestions from the customers with the appropriate internal team. •Monitor the alerts raised by Monitoring tool and escalate to next level for recovery. •Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines. Documentation & Reports •Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/Management. •Create and log issues and their resolution in the centralized Customer Service Portal. •Categorize reported issues with correct impact and urgency as per best ITIL practices. Job Requirements Educational Qualification •Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors. Licenses & Certifications •Knowledge of ITIL methodologies (ITIL Foundation level) preferred. Previous Work Experience •Fresh Graduate/ 0 to 3 years of experience in customer service. •Prior experience in IT Service Management Ticketing tools and process is preferable. Work Requirement Should have the flexibility to work in shift system (Weekends / holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps. Skills and Abilities •Customer-oriented, with ability to manage difficult customers. •Have a positive, empathetic and professional attitude toward customers. •Efficient, enthusiastic and detail oriented with problem solving ability. •Ability to build strong working relationship with clients and internal team members. •Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure. •Good understanding of computer systems, mobile devices and other technology products.

• Provide advanced customer support in a production environment for Momentum Financials • Maintain and resolve a workload of tickets and communicate statuses and impediments within project tracking tools. • Analyze project documentation and test in non-production environments to provide complete resolutions to stakeholders in a timely manner. • Facilitate meetings, workshops, and interviews with stakeholders to gather, validate, and review ticket issues. • Collaborate with government employees, developers, testers and Momentum SMEs to ensure requirements are clearly understood and implemented correctly. • Support system configuration, testing, validation activities, and execution support. • Experience supporting Momentum enhancements and defect tracking and fixes. • Perform impact analyses for proposed system changes, releases, and patches. • Utilize or develop SQL queries for data extracts • Troubleshoot Momentum production issues by analyzing system behavior, reviewing data, and coordinating with technical team to identify root causes and recommend solutions. • Ensure deliverables comply with project standards, governance processes, and documentation requirements. • Provide status updates, risks, and recommendations to leadership and stakeholders. • Contribute to continuous process improvement and help identify opportunities to optimize Momentum functionality and reporting. • Maintain Knowledge Articles for Tier 1 • Utilize Artificial Intelligence to streamline processes, improve communication and reduce costs • Able to lead teams and engage with Stakeholders

Role Description We are looking for a skilled Level 2 IT Support Technician to join our team. This role involves supporting both infrastructure and end-users, with a strong focus on virtualization, backup systems, and Windows environments. - Provide Level 2 technical support across desktop and server environments - Manage and maintain Windows Servers and virtualization platforms - Support and administer Active Directory and Office 365 - Monitor and manage backup systems across multiple platforms - Troubleshoot technical issues and provide timely resolutions - Assist with desktop support when required Qualifications - 2–4 years of IT support experience - Strong knowledge of Windows Server environments - Experience with virtualization and backup solutions - Proficiency in Active Directory and Office 365 - Solid troubleshooting and problem-solving skills

• Provide Tier 2 and 3 technical support via Slack, email, and Zoom, resolving hardware, software, and access issues promptly. • Onboard new employees, handling device setup, account provisioning, and tool access with a customer-focused approach. • Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365. • Troubleshoot networking and remote connectivity issues to ensure reliable work-from-home performance. • Improve and document helpdesk processes, workflows, and knowledge resources to drive efficiency. • Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations. • Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards. • Proactively identify recurring issues and recommend scalable, long-term IT solutions. • Other duties as assigned.