Provide exceptional customer support by diagnosing technical issues, integrating products, and collaborating with product teams to enhance user experience while maintaining effective communication throughout the resolution process.

• Support the deployment of data center control and monitoring systems during construction and commissioning (L1-L5) activities under the guidance of senior controls personnel. • Assist with validation and documentation of controls and monitoring systems, performance, ensuring deliverables are complete, accurate, and suitable for handover to Operations. • Provide technical support related to building operations, mechanical and electrical plant controls, BMS/EPMS systems, and associated field devices. • Execute point-to-point verification, software logic checks, and graphics testing to confirm operability, compatibility, and alignment with design intent. • In coordination with Operations Engineering, review QA/QC activities, hardware installations, control panels, wiring, and programming changes identified during commissioning. • Participate in commissioning testing to validate controls settings, alarm thresholds, system integrations, and basic operability of infrastructure systems. • Support troubleshooting and resolution of controls-related operational issues, including Loss of Visibility (LOV), Loss of Resilience (LOR), and other events impacting operations, in accordance with defined Service Level Agreements (SLAs). • Collaborate with Operations, Development, Operations Engineering, and vendor teams to identify defects, document findings, and support corrective actions. • Contribute to continuous improvement efforts by identifying recurring issues, documenting lessons learned, and suggesting enhancements to controls systems or procedures. • In coordination with Operations Engineering, maintain accurate and timely documentation, including test results, commissioning records, as-built updates, and operational reference materials.

• manage the deployment, set up and ongoing operation of the Zebra MC2700 hand held devices • ensure device uptime, resolves hardware and software issues, manages mobile device lifecycle activities • partner closely with field teams to improve user experience and operational performance • prepare devices for deployment, including imaging, provisioning, staging, and configuration • manage device upgrades, OS patches, firmware updates, and mobile app installations • track device inventory, replacements, returns, and warranty claims • issue equipment, set up and train new starters and real time troubleshooting • collect user feedback and partner with US development team to drive product and process improvements • resolve issues related to Wi‑Fi, cellular connectivity, VPN, and authentication • collaborate with IT infrastructure teams to ensure stable device network performance in the field • maintain detailed records of incidents, fixes, asset movements, and configuration changes • produce reports on device collection performance, failure trends, and field technical insights

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner • Train customers in the use of our process, systems, and software • Actively listen to clients to understand issues and concerns • Make recommendations to improve the performance and quality of our software • Walk customers through problem-solving process. • Ask questions to determine nature of problem. • Install, modify, and repair computer hardware and proprietary POS software. • Support of all our internal and customer facing websites and applications • Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment. • Support of multiple service platforms • Successful and timely completion of all daily work-tasks as assigned • Provide corrective action to prevent callbacks • Use of remote desktop software to resolve customer issues • Track detailed information on client issues and resolutions • Build rapport with customers and maintain positive and professional relationships • Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor. • Perform store escalations to management and other internal teams in order to provide quick resolution • Additional responsibilities as required to meet business needs