• Work with Payers, Providers, Pharma and Medtech companies to solve a wide variety of technical challenges using Salesforce solutions across our whole suite of products and clouds. • Develop relationships with customer IT stakeholders, and help them to understand how the Salesforce platform fits into their overall technology strategy. • Act as a trusted advisor, and guide customers towards solutions that have the greatest likelihood of long-term success. • Hone knowledge of the Salesforce platform through hands-on training and exploration in the areas of customization, integration, and service delivery, and support our account-aligned solution engineers when this deeper level of expertise is needed to solve customer challenges. • Evangelize the value proposition, benefits, and advantages, of the Salesforce Platform including Hyperforce, Data 360, Agentforce, Mulesoft, Informatica, Slack and more. • Educate customers and peers on the possibilities of building and customizing Platform applications. • Strong understanding of AI and Data architecture principles and the competitive landscape. • Understand and advise on the broad ecosystem of ISV and partner solutions that cooperate and integrate with Salesforce. • Guide deal strategy by providing insight into the technical buyer, and craft influence strategies that resonate with this audience. • Keep current with both partner and competitive technologies in order to put proposed solutions into the context of the broader technology landscape. • Highlight insights from customer conversations with our product teams to help ensure we are moving in the direction of market needs. • Share your knowledge, best practices, and lessons learned with the broader solution engineering teams to multiply the impact of your work. • Continue to develop yourself as a technologist and as a presales professional in a supportive, collaborative team environment.

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met • Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools • Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune • Support Azure AD / Entra ID for identity and device management • Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues • Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting • Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar) • Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates • Proactively follow up with end users on open tickets and ensure timely resolution • Identify recurring problems and recommend improvements in processes, documentation, or configuration • Maintain and update internal knowledge base articles and end-user documentation • Collaborate closely with US-based IT leadership on escalations and larger IT initiatives • Maintain and update internal knowledge base articles and end-user documentation

• Provides essential frontline technical support to end users for all areas of the business • Provides level-two support to remove obstacles keeping business users from performing work normally • Performs advanced troubleshooting and drive solutions using specialized expertise • Accountable for the installation, maintenance and support of various hardware and software components, as well as peripherals • Responsible for receiving and handling user requests for support in accordance with established procedures • Promptly respond to these requests by providing information to resolve the issue or escalate the ticket as needed • Maintain detailed records of actions taken and provides technical expertise to ensure that operational procedures are correctly applied • Participate in operational meetings and training sessions • Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out • Uses system management software and tools to collect agreed performance statistics

• Supports IT operations and end users for hotels and associates in the field. • Defines equipment needs of computer systems hardware and assists in the acquisition of IT equipment. • Prepares and maintains IT equipment inventory for the company. • Prepares and maintains Software License inventory for the company. • Contracts with management specialists, technical personnel, or vendors to solve problems. • Performs and Reports on IT Audits. • Analyzes workers job duties and workers’ technical skills and recommends training. • Prepares proposals of systems analysis, programming, and computer services. • Assists staff to diagnose and solve computer equipment problems through on-site or remote assistance. • Travel on business is required.