• Act as the primary point of contact for IT-related queries and incident reporting via calls, emails, or service desk tools. • Accurately log incidents and service requests, ensuring all required details are captured. • Categorize and prioritize incidents based on urgency and impact following established procedures. • Use remote support tools to assist users in troubleshooting and resolving common IT problems. • Provide timely follow-up and status updates to end users regarding their reported issues. • Collaborate with other support teams to escalate and resolve complex incidents effectively. • Produce end-of-day (EOD) batch status reports summarizing incident handling and current progress. • Continuously update technical knowledge, tools, and processes to improve support effectiveness. • Demonstrate adaptability by working rotational shifts from 11 am IST to midnight IST and manage changing priorities with flexibility.

• Taking phone calls and chats from technicians and other business partners • Assisting with resolving issues related to installation/change service orders and system fallout • Answering questions, analyzing problems, and removing obstacles preventing excellent customer experience • Maintaining data integrity of inventory systems • Partnering with all affiliate business units to maintain necessary network information • Responding to various Service queues as required to meet objectives and SLA agreements • Handling customer record assignments for all fiber orders • Maintaining detailed records of actions taken on orders, including facility changes and reported issues • Participating in specialized task or focus groups to efficiently support company direction • Staying informed and knowledgeable of all departmental Methods and Procedures • Increasing personal technical knowledge about Brightspeed’s products • Other duties as assigned to meet departmental needs

• Develop and maintain applications that support Field Operations and Dispatch teams • Drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians and customer service agents • Work closely with IT and the Business Operations team members to ensure alignment of application/process long term goals and visions • Drive strategic direction and support for multiple applications within the Field and Dispatch system stack • Provide advanced technical direction in the creation, delivery, and implementation of multiple system enhancements to assist in End User productivity

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients. • Build and maintain effective relationships with team members, management, in-house software developers and clients. • Identify, troubleshoot and resolve application issues. • Communicate and escalate issues that cannot be resolved to the appropriate team member(s). • Document all reported issues and task details; analyze gathered data. • Deploy and provide training on software applications to new clients and new versions to current clients.