• Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. • Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products. • Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. • Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records. • Create articles in Knowledge Management System. • Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call. • Facilitate technical requests from field engineers and distributors.

• Collaborate with other L3 Engineers, L1 Support, Engineers, QA, Operations and Customers. • Support responsibilities on robust, scalable, and distributed systems that operate flawlessly 24x7x365. • Work with Angular, Java, C++, Tomcat, Apache HTTP server, Postgres, Linux, Jenkins, Docker, and Kubernetes.

• Provide all levels of Technical Support assistance to the users of Objectif Lune's software and solutions by telephone, by email, system portal and through forums in a timely and efficient manner – ensuring excellent customer service standards are always maintained. (Respect SLA’s and KPI’s) • Process and provide software Activations • Provide expertise on the best use and practices of the software and environment. • Provide excellent customer service, understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue. • Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy. • Perform all tasks required to provide impeccable customer service. • Replicate issues encountered by users for analysis. • Identify technical problems, propose potential solutions, implement’s them with users and document the interventions. • Inform users of best practices and transfer know-how on the optimal use of Objectif Lune's software’s. • Manage time and priorities according to the service standards. • Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates. • Maintain relationships with key departments.

• Provide support of hardware and software solutions deployed in clerical, clinical, and work-from-home environments • Assist staff with the installation, relocation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines • Computer imaging and hardware troubleshooting of both laptop and desktop computers along with a thorough understanding of Microsoft operating systems and accompanying software • Maintain inventory levels and facilitate and track shipments of IT equipment to end users • Act as liaison between IT and Branch Sites/Offices for various IT and Operational projects and evolutions • Monitor and complete all support and project-related tasks and activities • Enter, monitor, and complete all entries in the Support Desk tracking system • Interact with Subject Matter Experts (SMEs) from other IT teams to resolve user issues • Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established • Identify and work with Cyber Team support staff to rectify any noted deficiencies