• Provide technical support to users, both proactively and reactively, in Windows and Linux environments; • Monitor and manage incidents using IT Service Management tools, preferably ServiceNow; • Apply IT governance best practices based on ITIL, COBIT, CMMI, PMBOK and BSC; • Ensure information security, including protection against viruses, malware, worms, antivirus solutions, firewalls and anti‑spyware; • Create and maintain incident records, performance reports and documentation in SharePoint, OneDrive and other Microsoft Office tools; • Support solutions provided by the vendor, in accordance with the contract scope; • Assist in implementing training and support best practices for the team.

• Provide telephone support to the company's cooperative members, analyze and handle tickets using ITSM tools, and deliver technical support for the company's systems. • Log and manage tickets, addressing 1st- and 2nd-level issues. • Support operating systems and install software, including Office 365; provide support for printers and peripherals; perform maintenance on desktops and notebooks. • Perform directory mapping, reset/unlock logins, configure profiles, install VPNs, configure IP settings, and support the company's applications. • Monitor, respond to, and update tickets in the queue to prevent SLA breaches and minimize ticket backlog. • Create and update knowledge base articles, procedures, support scripts, and problem-resolution documentation in the KCS portal.

Role Description We’re seeking a passionate Remote Connectivity Engineer to join our team in the ITES sector. In this role, you’ll take ownership of designing, building, and delivering solutions that directly impact business outcomes and customer experiences. You’ll collaborate with cross-functional teams, apply your technical expertise, and solve real-world challenges while working on high-value projects. This position offers the chance to sharpen your skills, stay at the forefront of industry trends, and grow your career in a fast-evolving environment. If you’re motivated to make an impact and thrive in a collaborative setup, we’d love to connect with you. - Design, implement, and maintain remote connectivity solutions that enhance operational efficiency and user experience. - Troubleshoot and resolve connectivity issues across various platforms and environments, ensuring minimal downtime and optimal performance. - Collaborate with cross-functional teams to gather requirements and develop solutions that meet business needs and technical specifications. - Conduct regular assessments of existing connectivity infrastructure, recommending improvements and upgrades as necessary. - Document processes, configurations, and troubleshooting steps to create a comprehensive knowledge base for future reference. - Stay updated on industry trends and emerging technologies related to remote connectivity, providing insights and recommendations to the team. Qualifications - Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field. - Have a foundational understanding of networking protocols, including TCP, UDP, SNMP, WBEM, RIBCL, and WSMAN. - Possess basic knowledge of server, storage, and networking concepts, with familiarity in Proliant and Blade/Apollo Servers, Synergy, and BCS products. - Demonstrate excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders. - Are flexible and willing to work in shifts as required to support global operations. Requirements - Bachelor’s degree in Computer Science, Information Technology, or a related field.

Role Description This is a dedicated embedded role: you will be ThirdChannel's expert on how adidas uses our platform, and adidas' expert on how our platform works. You'll own end-to-end support for every adidas user of the ThirdChannel Mobile App and Desktop Platform – from individual troubleshooting to platform-wide incidents – and serve as the connective tissue between adidas and ThirdChannel's Product and Engineering teams. Success looks like faster ticket resolution, fewer bugs reaching production, an adidas team that's never caught off guard, and a feedback loop that makes our product better for them. Key Responsibilities - Technical Customer Support - Primary point of contact for all adidas user issues. - Intake, triage, and drive every ticket to resolution – troubleshooting directly with users and communicating clear next steps throughout. - Proactive Issue Communication - Surface bugs to the adidas team the moment they're identified – often before adidas notices them – with clear context, expected impact, and a realistic timeline. - adidas should never be caught off guard. - Pre-Release Quality Assurance - Run QA checks before every release with a focus on adidas-specific workflows and edge cases. - Partner with Product and Engineering to flag regressions and validate fixes before they reach users. - Roadmap Communication & Change Management - Keep adidas informed of what's coming, when, and what it changes for how they work. - Flag deviations and delays early, and help the team prepare for new features and releases. - Voice of the adidas Customer - Translate adidas' feedback, friction points, and feature requests into actionable input for ThirdChannel's Product and Engineering teams. - Advocate for the adidas use case in roadmap and prioritization conversations. - adidas Operational Fluency - Develop deep, current knowledge of adidas' culture, org structure, and how their team uses our platform. - This is an ongoing investment, not a one-time onboarding task. - Issue Tracking & Documentation - Keep clean, accurate records in ThirdChannel's ticketing systems. - Maintain adidas-specific troubleshooting guides and known-issue logs as a shared source of truth. Qualifications - 2–4 years in technical customer support, application support, or technical customer success – ideally supporting a SaaS product, mobile app, or multi-tenant platform. - Experience in an embedded or dedicated-account support model is a strong plus. - Hands-on experience with helpdesk and ticketing tools (Zendesk, Jira Service Management, Intercom, or similar), including triage, SLA tracking, and customer-facing communication. - Working knowledge of mobile and web QA testing – TestFlight, browser dev tools, structured test cases – and enough SQL comfort to investigate production data and distinguish user error from genuine bugs before escalating. - Familiarity with product and issue-tracking tools (Jira, Linear, Productboard, or similar) and comfort routing bug reports and feature requests through Product and Engineering workflows. - Exceptional written and verbal communication skills; able to translate between a client's language and an Engineering team's, and deliver clear updates under pressure. - Client-facing polish and emotional intelligence; comfortable being the face of ThirdChannel to a global brand and managing expectations when things go wrong. - Highly organized and self-directed; able to prioritize across concurrent issues, make real-time judgment calls, and keep multiple stakeholders aligned without being asked. - Experience in or genuine enthusiasm for retail, DTC, or apparel/footwear; a demonstrated ability to immerse in a client's culture is essential to success in this role. Benefits - Competitive salary ($75–95K), based on location and experience. - Comprehensive Health, Dental, Vision, and Short-Term Disability Insurance. - Unlimited Paid Time Off, plus a Company Holiday Calendar. - 401(k) retirement plan with company match. - Opportunity to work embedded with one of the world's most iconic sport brands, at the intersection of retail, technology, and workforce innovation.