• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation • Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction • Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management • Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information • Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat • Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude

• Ensures the highest level of systems and infrastructure availability • Plans and implements system automation as required for better efficiency • Monitoring and managing all installed systems and infrastructure with the use of SNMP and RMM Tools • Establish, configure, test and maintain operating systems, application software and system management tools • Provide advanced Tier III resolutions for complex infrastructure issues spanning across 12 physical locations • Management and Ongoing support of Microsoft Server Environment: Hardware, Software, Upgrades, and Maintenance • Management and Ongoing support of Network Attached Storage devices • Management and Ongoing support of Windows Active Directory Environment • Management and Ongoing support of Backup Infrastructure (Server Level and Desktop) • Management and Ongoing support of Perimeter Security and Endpoint Protection: Upgrades, Maintenance, Remote Access, and Reporting • IT Lifecycle Management and Budgeting • Outstanding Troubleshooting Skills • Works well under pressure in a fast-paced environment • Strong communication skills - Ability to communicate effectively with both technical and non-technical associates • Strong Organizational skills with the ability to effectively lead projects • Outcomes Oriented – Successfully manage a set of responsibilities until final completion • Team Player with a capability to work successfully with various personalities • Ability to operate self-sufficiently • Initial Projects: Hyper-V Virtual Machine Consolidation (2008R2 phaseout). Warehouse Management System (WMS) Upgrades (From Server 2008 to 2019). BitLocker implementation for portable laptop hardware. Local Mapped Drive Migration to Google Shared Drives. Working with System Administrator to complete migration to Windows 10 through the use of Windows Deployment Services (WDS).

• Provide technical support and assistance pre and post implementation • Deploy and update client builds as required • Conduct remote software installations while communicating in English and French if possible • Evaluate / test ALL software applications • Ensure that all escalated client concerns are resolved • Liaise between clients and technical staff to ensure customer satisfaction

• You will advise and handle support requests from enterprise customers on the PlanetScale platform. • You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform. • You will identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them. • You will be part of an on call rotation for high priority issues.