• Accept incoming enquiries from Authorised Repairers and other customers • Provide guidance and technical instruction to Ford AR & Independent operators to enable them to diagnose and repair Ford vehicles • Record data into a computer system, provide vehicle and concern details if and when required about any particular case • Maintain an acceptable level of quality and response rate • Write and circulate data to other Helpdesk / Helpdesk Engineers / Project Management / Customer • Liaise with Dealer / personnel staff at all levels • Liaise with Team Leader / Project Management on Vehicle Case Histories, trends and analysis

• Handle incoming calls, emails and tickets in accordance with SLA requirements • Provide phone and written support for card terminals and ATMs • Assist with installations, terminal replacements and activations • Analyze and resolve technical and commercial inquiries, including troubleshooting error codes and connectivity issues • Escalate complex cases and maintain accurate documentation in the ticketing system • Support portal access requests and selected back-office activities

• Oversees the daily operation of the Compliance Helpdesk for Cornerstone Home Lending • Provides direction and expertise to team members • Develops skills of team members through training and performance management • Monitors inquiries to ensure they are responded to within SLAs • Reviews Compliance Help Desk inquiries for accuracy and consistency • Serves as primary Subject Matter Expert for ComplianceAnalyzer • Maintains training materials and instructional tools • Analyzes complex information regarding regulatory and Investor issues • Creates monthly & quarterly reports regarding Compliance HelpDesk activities

• Respond to and manage internal IT support tickets in a timely and professional manner by troubleshooting hardware, software, networking, and access issues • Support both macOS and Windows environments by troubleshooting laptops, peripherals, and operating systems • Assist employees with connectivity and access issues related to Harmony SASE VPN • Deploy, maintain, and support company-issued laptops and IT equipment • Manage employee endpoints using Mosyle for macOS devices and Microsoft Intune for Windows devices • Maintain endpoint compliance standards including software updates, patching, security configurations, and device inventory management • Coordinate hardware purchasing and lifecycle management for company-standard devices including Lenovo ThinkPads and Apple Laptops • Replace aging or damaged equipment and securely wipe retired devices before reassignment or employee retention • Create, manage, and deactivate employee accounts in Microsoft Azure Entra ID while monitoring the sync to Google Workspace • Support onboarding and offboarding activities including account provisioning, permissions management, and device setup • Maintain and support systems integrated with Azure Entra ID while assisting with management of non-SSO integrated platforms • Work closely with the Security Manager and IT Systems Administrator to ensure IT security policies and standards are followed • Support endpoint security initiatives and access control processes • Maintain accurate documentation for IT processes, endpoint configurations, onboarding/offboarding procedures, and inventory management • Identify opportunities to improve operational efficiency and automate repetitive IT tasks • Help maintain a consistent and reliable remote employee technology experience • Improve employee productivity through responsive and effective IT support • Ensure company endpoints and identity systems remain secure, compliant, and well maintained • Support reliable access to company systems and cloud resources for a fully remote workforce • Contribute to a positive employee experience through efficient onboarding, support, and equipment management • Collaborate with employees across all departments to resolve technical issues and improve IT operations • Communicate technical information clearly to both technical and non-technical users • Escalate unresolved technical or operational issues appropriately and effectively