• Own customer tickets and issues end-to-end with minimal oversight • Lead customer interactions independently • Identify recurring issues and propose systemic fixes • Develop fluency across all products in scope for Technical Solutions

• Provide 1st and 2nd line IT support for users and systems • Maintain and support Windows 10/11 environments • Support Windows Server 2008/2012 systems and related services • Administer Active Directory user accounts, groups, and permissions • Support Microsoft Exchange (2010/2013) environments • Troubleshoot and resolve network connectivity and LAN issues • Provide hardware support including desktops, laptops, and peripherals • Support printer installations, configuration, and troubleshooting • Perform system backups and basic storage support activities • Support VMware or similar virtualization environments • Assist with basic database maintenance (Oracle exposure preferred) • Ensure IT security policies and procedures are followed • Maintain and update IT documentation and technical records • Support system roll-outs, upgrades, and device deployments • Liaise with internal teams to ensure timely issue resolution • Follow ITIL-based processes for incident and change management.

• Handle initial support of reported application issues, potentially involving functionality, hardware, or software problems. • Gather information to support successful resolution of an issue. • Research possible solutions, using available resources (e.g., knowledgebases, existing support tickets, Gitlab tickets). • Resolve issues where identified resolution steps are documented and within the CSR II scope. • Escalate issues to senior staff when additional assistance is needed. • Act as a liaison between a customer and 3rd party when coordination is required. • Assist CSR I staff with escalated issues they are not able to resolve. • Maintain strong knowledge of the company’s products and escalation procedures.

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues • Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting • Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience • Replicate reported issues as needed for troubleshooting • Provide new or modified configuration to resolve incidents • Advise end users on application functionality and capabilities • Recommend changes to client training based on incident volumes and trends • Create scripts to identify, analyze and correct data issues • Thoroughly document remediation, test results, and approvals • Be a pro-active contributor to a support organization which is running 24x7x365 • Collaborate with team members in a virtual team environment to extend field experience to different client situations • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes to improve the client experience • Participate in a 24x7x365 On Call rotation with other team members.