• Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels • Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation • Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools • Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required) • Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required) • Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate • Support vendor/customer installations of managed equipment and services • Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems • Meet performance expectations and key performance indicators (KPIs) in partnership with leadership • Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work

As an Application Support Analyst at Storyteq, you’ll be a key part of keeping our systems running smoothly, especially our in‑house MarTech tools that teams across the business rely on every day. You’ll be the go‑to person when colleagues or clients need technical support, helping them troubleshoot issues, resolve tickets, and keep everything moving. Your problem‑solving skills and calm, customer‑focused approach will make a real difference to their experience and to the ongoing success of our products. Standard Working hours are between 08:00 and 18:00 operating 3 separate shift patterns (8-4.30, 9-5.30 & 9.30-6). What I need to do: - Provide second-line technical support to internal teams and external clients. - Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes. - Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement. - Manage and prioritise support tickets and incidents using our Jira Service Management tool. - Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence. - Prioritise and handle ad-hoc projects alongside your daily responsibilities. - Support the service desk team with tasks including investigating and testing. - Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks. How will I succeed: - You will be accountable to the Application and Development Support Team Lead. - Bugs/issues will be escalated to the associated Development Teams and tracked accordingly. - Assist in resolving ongoing issues reported through our Monitoring and ITSM tool. - Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal. - Proficiency in troubleshooting and solution-oriented thinking. - Experience with ticketing systems and service management processes with excellent communication and interpersonal skills - Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills. - Be willing to participate out of hours for application deployments and maintenance tasks.

• Build, implement and manage functional programs as a Developer • Collaborate with team members to serve user needs • Aim to build efficient programs and systems

• Taking phone calls and chats from technicians and other business partners to assist with resolving issues • Answering questions, analyzing problems, and removing obstacles that prevent an excellent customer experience • Maintaining data integrity of inventory systems • Partnering with all affiliate business units to maintain necessary network information • Responding to various Service queues as required to meet objectives and SLA agreements • Handling customer record assignments for all fiber orders • Maintaining detailed records of the actions taken on orders • Participating in specialized task or focus groups to efficiently support the direction of the company