• Troubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms. • Receive, prioritize, and manage support ticket workflows in the ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts. • Document solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume. • Participate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence. • Partner with Tier 1 Technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving the overall team's efficiency. • Identify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information. • Support on-site and remote workforce environments, ensuring seamless user experience across hybrid, multi-site, and distributed operating models.

• Become an expert in AGDATA’s services and solutions • Manage high-volume support via phone, email, and Jira • Provide timely updates and resolution statuses to leadership • Escalate complex issues to appropriate teams • Suggest improvements to enhance customer experience • Collaborate with a dynamic team of analysts • Grow your career—38% of our analysts were promoted in 2024!

Role Description We are seeking to hire an Associate IT Support Engineer who will be an agent of the IT Department in supporting end users in their use of office technology. This can include desktop and laptop hardware, software and shared technology. A successful Associate IT Support Engineer is capable of working within department policies and procedures and able to identify opportunities for improvement in services and technology. - Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams. - Expertise with the following: Windows desktop Operating Systems, Outlook, Network, MAC Systems, Video Conferencing, and Audio. - Maintains awareness of new and emerging technologies and products provided by IT. - Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages. - Communicate maintenance schedules, operational issues and impacts to IT management and business users. - Encourage communication of new ideas, solutions, suggestions and problems. - Provide feedback regarding IT methodologies, standards and industry leading practices. - Research and implement tools and technology that will enhance the way we provide services to our employees. - Ensures timely resolution/referral of employee’s problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal. - Facilities support, including audio-visual systems. Qualifications - Knowledge in the Windows OS and core desktop software configuration. - Technical skills designing, documenting and implementing projects. - Ability to triage systems down situations. - Solid understanding on mobile devices (iPhone, Android). - Understanding of Mac, iOS configurations and support. - Understanding of the product flow patch management, software distribution/deployment and imaging technologies such as WorkspaceOne, Intune, etc. - Knowledge of end user applications and hardware including: - Microsoft Office - Crowdstrike AV - Cloud based storage platforms - Zoom Video Conferencing - Dell and Apple laptops Benefits - 20 days annual leave plus public holidays - Competitive superannuation and life cover - Private Medical and Dental family cover - Thrive Flex Program that allows you to contribute towards your health, financial or learning interests - 5 charitable days to support the community that supports us - Wellness programs including: - Headspace (mental health) - Wellbeats (virtual fitness classes) - RethinkCare – caregiver support - Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few. - Parental leave - Employee referral bonuses to encourage the addition of great new people to the team - We Foster a learning culture with: - Education Assistance Program - Professional development opportunities

• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Research, troubleshoot and support multiple SAP modules for global clients who use 4.x, ECC environments and SAP S/4 Hana. • Diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated environments. • Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology. • Work closely with customers daily to understand their needs, support business change and deliver a consistently high-quality customer experience. • Provide remote-based functional support & training for multiple SAP modules. • Manage one or more key assigned accounts as a technical/functional advisor.