• Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues. • Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups. • Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting. • Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows. • Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs. • Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support. • Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues. • Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration. • Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through. • Provides after-hours on-call support to VIP escalations. • Participates in a rotating holiday on-call coverage schedule.

• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

• Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract • Actively participate in the ongoing continuous improvement activities for both maintenance and procedures • Conduct planned maintenance tasks in accordance with the operating instructions • Attend and participate in meetings with the customer where necessary to obtain sign off for work carried out on the customer's equipment • Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides) • Completion of relevant documentation for all work carried out • Proactive involvement in the Company’s HSQE management processes • Maintain cleanliness of the SGB onsite facilities • Attend local and factory training courses when necessary to ensure skills remain current • Participate in 24/7 shift working including callout when required

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned