• Provide support and assistance to users of the digital payroll platform • Identify and resolve technical issues related to the system • Conduct training sessions and provide guidance to users on how to use the platform • Collaborate with the development team to identify system improvements • Maintain accurate records of all user interactions

• Oversee multiple Linux hosting servers to ensure optimal performance and uptime. • Identify and remediate malware infections, mitigate DDoS attacks, and address load-related issues. • Monitor and manage online backup solutions and restore them as needed. • Implement security best practices, including regular patching, vulnerability scans, and proactive threat monitoring. • Create, configure, and manage hosting accounts based on client or internal requirements. • Handle all domain registrar-related tasks, including new domain registrations, renewals, and DNS record updates. • Handle all DNS Zone-related tasks (A, MX, CNAME, TXT, etc.) • Administer a Rackspace cloud email environment for client email requests, this includes creating new email addresses, resetting passwords, and assisting with mailbox setup on client devices. • Administer an internal email server for company employees, this includes monitoring email delivery, creating email accounts, resetting passwords, troubleshooting send/receive issues, and setting up email accounts on employee devices. • Provide remote assistance to clients via Zoom or Phone. • Act as the first point of contact for employee computer issues. • Conduct regular security audits, maintain firewalls, and review system logs for suspicious activity. • Work closely with internal teams (Webmasters) to coordinate hosting and domain changes. • As needed, assist other internal teams and senior management in writing talking points (for meetings and calls) and write email drafts when requested for topics related to email, hosting servers. • Directly communicate (via email, phone, and Zoom) with clients for inquiries, tasks, and even frustrations related to email, domain management, and hosting.

• Specializes in providing Region level hardware and software support for the color production products. • Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems. • Assignments are typically "escalated" in nature and non-routine. • Serves as the Level 1 link in the problem escalation & resolution process. • Serves as the Region communication link for disseminating critical technical information. • Provides Region level specialist support. • Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone. • Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems. • Communicates regularly with Help Desk regarding new technical problems and fixes. • Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Assist with technical support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions via telephone, chat, and ServiceNow. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Utilize inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email to resolve customer issues. • Follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. • Determine the best solution based on the issue and details provided by customers. • Work closely with leadership to continuously improve customer support and satisfaction. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Follow-up and update customer status and information. • Pass on any feedback or suggestions from customers to the appropriate internal team. • Identify and suggest potential improvements to procedures. • Additional responsibilities include participation in data recovery operations and continuous improvement efforts.