• Act as a trusted technical partner to dental professionals, supporting them throughout their digital journey • Responsible for the initial processing and assessment of digital orthodontic cases • Deliver high-quality technical support • Provide on-site and remote Spark demonstrations in close collaboration with Sales teams • Involved in travelling and supporting dental events (25% travel)

• Provide tier 1 support to SAP application users • Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers • Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed • Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations • Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs) • Translating documentation and user communications from English to French

• Perform intermediate-level technical analysis (L2), handling the resolution of more complex incidents; • Execute troubleshooting, diagnosis and resolution of incidents in production environments; • Monitor applications, services and infrastructure to ensure availability and performance; • Analyze logs, metrics and alerts to identify failures and degradations; • Respond to critical incidents and recurring problems, conducting root cause analyses (RCA); • Support deployment and release processes and perform post-deployment validations; • Collaborate with development, QA and Cloud teams to address incidents and implement improvements; • Create and maintain up-to-date technical documentation and a knowledge base; • Propose continuous improvements focused on system stability, performance and reliability; • Perform queries on relational and non-relational databases.

• Receive and log all user requests through the ticket management system. • Categorize and prioritize tickets according to the client's defined rules and SLAs. • Inform the user when a request is outside the contracted scope. • Provide support and resolve tickets via phone and/or remote access. • Offer support and clarify questions related to infrastructure and system usage. • Work on incident resolution such as: • Unauthorized access issues • Viruses and security • Software reinstallation • Log and route tickets related to: • Hardware • Software • Infrastructure issues • Service requests • Requests requiring on-site support • Data recovery • Resolve eligible tickets on first contact (FCR – First Call Resolution). • Create and escalate incident tickets for critical issues as needed.