Are you ready to join a dynamic team at EUROPEAN DYNAMICS? We are seeking a talented IT Engineer (Helpdesk), to join our expanding development teams. Tasks: The successful candidate responsibilities will include: - Responding promptly to helpdesk tickets; - Providing operational support for issues related to Azure cloud applications; - Handling daily ad hoc requests and other tasks as assigned by the supervisor; - Supporting DevOps-related tasks.

Are you ready to join a dynamic team at EUROPEAN DYNAMICS? We are seeking a talented IT Engineer (Helpdesk), to join our expanding development teams. Tasks: The successful candidate responsibilities will include: - Responding promptly to helpdesk tickets; - Providing operational support for issues related to Azure cloud applications; - Handling daily ad hoc requests and other tasks as assigned by the supervisor; - Supporting DevOps-related tasks.

• Resolve customer technical issues effectively and efficiently through multiple support channels • Communicate with customers professionally and consistently on issue status and resolution • Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolution • Continually develop and hone customers service & troubleshooting skills and Higher Logic product knowledge • Build and foster positive working relationships across the team and company • Coordinate phone calls or virtual sessions with customers to troubleshoot effectively • Meet or exceed performance metrics around productivity, quality of work and overall customer experience

• Design, configure, and support contact center platform including: ACD, queues, skills, and routing strategies • Architect call flows, IVRs, and chatbot integrations • Voice, callback, voicemail, and outbound dialing capabilities • Ensure seamless communication across various platforms • Administer users, roles, permissions, agent profiles, and routing configurations. • Support integrations using APIs, data actions, web services, and CRM connectors. • Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management. • Monitor platform health, performance, and capacity using platform analytics and monitoring tools. • Respond to and resolve complex incidents impacting customer or agent experience. • Perform root cause analysis and contribute to problem management and service improvement initiatives. • Support Analytics teams with reporting and performance dashboards. • Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes. • Assist with workforce engagement insights and operational metrics. • Implement security best practices including role-based access control, audit logging, and secure integrations. • Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls. • Design for resiliency, failover, and disaster recovery within the platform. • Maintain system documentation, call flow diagrams, configurations, and operational runbooks. • Evaluate new platform features and releases; support testing, rollouts, and change management. • Contribute to standardization and automation of configurations where appropriate. • Assist with projects, adhering to timelines, budgets, and quality standards. • Participate in an on-call rotation to support critical contact center operations. • Occasional after‑hours or weekend work during maintenance or major incidents.