• Provide high-quality support via tickets, email, chat, and phone calls • Troubleshoot product-related issues, including: assembly and build challenges, missing or damaged parts, mechanical or functionality concerns, navigating instructions or digital guides • Guide customers through step-by-step solutions in a clear, friendly, and easy-to-follow manner • Simplify technical concepts for non-technical users • Diagnose issues and determine appropriate resolutions (troubleshooting vs replacement) • Coordinate replacements or escalate product issues when necessary • Document solutions and contribute to internal knowledge bases • Identify recurring issues and provide feedback to improve products and processes • Collaborate with internal teams

• Provides in-depth business knowledge and advanced technical support to one or more business areas • Acts as subject matter expert for department or business unit on business systems/applications • Analyzes company functions, processes, and activities to improve computer-based business applications • Performs application/system design and implementation • Documents development requirements • Consults with end users to test and debug applications • Develops ad-hoc reports to conduct data analysis and validation • Confers with area/department to analyze current operational procedures and trends • Conducts business analysis and recommends technical alternative solutions to management • Research, evaluate and assess the financial impact of issues identified in data/processes • Creates multiuser, real-time, robust database solutions • Provides oversight and resolves complex issues, optimizing performance and resolving problems • Provides guidance and training to staff on process, procedures and issue resolution

• Provide prompt, professional support to NewStore employees with all technical questions about IT software. • Support the team in analyzing and troubleshooting common hardware and software issues (e.g., laptops, mobile devices, productivity tools). • Support employees with basic guidance on hardware and software usage - while learning best practices along the way. • Proactively monitor the IT Service Desk queue to ensure timely response and resolution of support requests. • Coordinate and execute IT onboarding for new hires (including account and equipment provisioning) and ensure secure offboarding. • Assist with ordering and tracking IT equipment, working alongside senior team members. • Identify and decommission non-compliant or obsolete hardware in accordance with company policies.

• Maintain up-to-date technical documentation in the internal Knowledge Base (instructions, user manuals, how-tos). • Diagnose and resolve hardware and software issues on company devices (primarily laptops and corporate mobile phones). • Participate in the execution of endpoint hardening policies (encryption, patching, etc.). • Maintain and enforce security policies for company devices via an MDM solution. • Solve problems with conditional access via corporate VPN solution. • Manage Level 1 access provisioning for corporate services (both on-premises and cloud-based). • Support and maintain user onboarding and offboarding processes. • Handle basic service requests in Atlassian Cloud products (e.g., Jira, Confluence) and Slack (applications, bots, etc.). • Participate in R&D and the rollout of new end-user services and technologies.