• Provide Level 1–2 support for HR systems, integrations, and HR service management tools. • Investigate and resolve low to moderate complexity issues related to HR processes, workflows, permissions, interfaces, and employee data. • Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization. • Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement backlog. • Support users with system navigation, transactions, approvals, and troubleshooting. • Monitor integration errors and coordinate issue resolution with technical teams and vendors. • Perform routine system administration and data maintenance activities. • Support testing activities for releases, patches, and enhancements. • Maintain support documentation, knowledge articles, and operational procedures. • Escalate complex issues to architects, product owners, or technical teams when required.

• Deliver exceptional customer service to end users via phone and email. • Manage and update support tickets in the proprietary ticketing system, ensuring transparency and resolution from inception to closure. • Provide remote desktop support and troubleshooting for Windows, Mac computers, and Android/iOS mobile devices. • Utilize remote access tools (e.g., Kaseya VSA, Splashtop, LogMeIn Central) for effective problem-solving. • Monitor, diagnose, and troubleshoot network and server issues. • Deploy and manage antivirus solutions, backups, and applications. • Administer Microsoft Active Directory, file servers, private/hosted email systems (e.g., Exchange, Office 365, Google Apps), and email spam filters. • Perform website and DNS administration tasks. • Manage virtual servers using VMware Vsphere, ESXi, and Microsoft Hyper-V.

• Own the full helpdesk lifecycle: intake, triage, prioritization, resolution, and closure of all support tickets; establish and enforce SLA targets • Provide white-glove, concierge-level support to executives and senior leadership • Troubleshoot and resolve hardware, software, and network-layer issues — LAN/WAN, DNS/DHCP, VPN, Wi-Fi, macOS/Windows, and peripheral failures • Administer user accounts, access provisioning, and endpoint management via MDM (Kandji, Okta, Intune) • Support onboarding and offboarding workflows including device imaging and account setup • Maintain and improve internal IT documentation, runbooks, and knowledge base articles • Manage hardware and software inventory; coordinate procurement and vendor relationships • Collaborate with engineering and infrastructure teams on escalated issues and cross-functional projects

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives • Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat • Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction • Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) • Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. • Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite • Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence • Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction • Collaborates with internal support teams to resolve challenges • Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture • Develops regular and thorough status communications for senior leadership and stakeholders • Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions