Role Description The Senior Technician role provides high-level, white‑glove technical support to executive leadership as VPs and upper executive positions. The position is responsible for leading and overseeing the global video conferencing environment, including architecture design, standardization, and operational excellence. This role serves as the primary technical owner for major board meetings, earnings calls, town halls, and any large important meetings including executives or board members, requiring sensitive setup and ensuring flawless execution. - Provide premium, personalized technical support to executive leadership, including VPs, SVPs, and their assistants. - Ensure confidentiality, discretion, and minimal disruption to executive workflows. - Act as the primary technical owner for coordinating the IT portion of board meetings, Global Town Halls, executive stakeholder sessions, board member meetings, strategic meetings, and public earnings calls. - Plan and execute end-to-end technical readiness, including pre-meeting testing, redundancy planning, live support, and post-event review. - Drive standardization across regions to ensure consistency, reliability, and scalability. - Troubleshoot and resolve problems requiring advanced expertise across endpoints, collaboration tools, networking, identity, and security. - Serve as the highest escalation point for complex, high-impact technical issues. - Guide implementation of projects. - Oversee lifecycle management, upgrades, and performance monitoring. - Own the global video conferencing ecosystem, including architecture design, platform selection, standards, and deployment supervision. - Function as a trusted technical advisor to executives. - Provide assistance with IT processes required for executive needs, including technology recommendations, enforcement of IT Cyber Security guidelines, risk minimization, and ongoing support. Qualifications - Minimum of 7 years of experience in IT support, including senior-level technical support and escalation handling. - College diploma in Information Technology, Computer Science, or a related field required; university degree considered an asset. - Proven experience providing high-level, white-glove technical support to executives and leadership, including VPs, SVPs, and senior stakeholders. - Strong technical expertise in video conferencing platforms, including Microsoft Teams, Notify, or similar collaboration tools, with hands-on experience supporting conference room technologies and video conferencing hardware such as cameras, microphones, speakers, and audio amplifiers. - Experience owning or supporting global video conferencing environments, including standardization, operational excellence, and end-to-end support for high-visibility meetings. - Strong coordination skills with local IT staff, cross-functional teams, infrastructure, security, AV vendors, and regional teams across different locations and time zones. - Sound judgment in handling executive incidents, including knowing when to intervene, escalate, or remediate issues that may impact business continuity, reputation, and operational effectiveness. - Excellent written and oral communication skills in both English and French; Spanish is an asset. - This position requires proficiency in a language other than French to support customers, employees, or markets located outside the province of Quebec or requiring services in a language other than French – mainly English. Benefits - Join a publicly traded company dual-listed on NYSE and TSX with great potential. - Be part of a workplace where meaningful connections and teamwork are celebrated. - From local to international, be ready to work alongside a diverse group of colleagues. - Benefit from mentorship and continuous development opportunities. - Take advantage of our attractive benefits packages.

• Consistent achievement of team-level support KPIs, including response times and resolution rates • A highly skilled and motivated support team that consistently delivers excellent customer service • Efficient and accurate resolution of escalated technical issues, minimizing customer impact • Contributed to an expanded and improved self-service knowledge base and internal documentation • Positive customer feedback and high satisfaction scores from interactions with the team • Provide technical guidance and mentorship to a team of Technical Support Engineers • Oversee the daily queue management, ensuring efficient ticket distribution and adherence to SLAs • Act as an escalation point for complex technical issues, providing hands-on troubleshooting and solutions • Conduct regular 1:1s and performance reviews, offering constructive feedback and development plans • Identify training needs and organize sessions to enhance the team's technical skills and product knowledge • Contribute to the creation and improvement of knowledge base articles and internal documentation • Monitor key support metrics and identify trends to proactively address potential issues • Collaborate with engineering and product teams to represent customer issues and advocate for solutions • Participate in on-call rotations or provide extended hour support as required • Hands on working complex cases and key strategic cases. **Champion a positive team environment focused on collaboration and continuous learning

• Document problems, complete problem tickets, and request information in the support tools. • Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques. • Effectively manages call workload. • Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements. • Collaborate well in a team environment.

• Design and implement cloud, infrastructure, security, and modernization projects • Deliver proactive and reactive support across Netsurit's client base • Perform infrastructure and security assessments with clear recommendations • Build and maintain high-quality client documentation • Own and contribute to: Incident Management, Problem Management, Service Requests, Change Management • Apply ITIL and ITSM best practices • Work extensively with Microsoft 365 / Office 365, Microsoft Azure, VMware and Hyper-V, Identity, security, backup, and resilience solutions • Secure hybrid and cloud environments • Ransomware and malware protection strategies