• Provide technical support for developers implementing OPIS’ API products • Act as a liaison for partners during installation/implementation of OPIS products • Develop and maintain documentation for support staff • Perform investigation and analysis to solve problems • Notify management and customers of platform or product troubles • Be responsible for the effectiveness, quality and timeliness of trouble resolution • Work closely with various Systems / Technology / Development groups • Assist with coverage for other regions or weekend duties

• Providing application support for our Fleet Management Solution • Managing and diffusing escalations • Taking ownership of incidents and investigating issues • Delivering high-touch, “white glove” support • Acting as a subject-matter expert for complex application behaviours • Collaborating closely with Engineering and Product teams • Leading post-incident reviews • Championing the use of help centre content for customer self-service • Mentoring and guiding Application Support Analysts • Logging incidents with detailed replication steps

• Provide 2-level technical support on out-of-office and weekend basis • Securing agreed service levels in accordance with the Service Level Agreement (SLA) • Monitoring of Infrastructure and Integration into other systems • Incident and escalation reporting • Maintaining and developing positive relationships with customers and colleagues

• Act as a Tier 2 escalation point for complex desktop, application, network, and hardware issues that cannot be resolved at the initial support level. • Provide advanced troubleshooting and root-cause analysis to minimize repeat incidents and improve system reliability. • Continuously expand expertise in systems and network administration to enhance performance, stability, and security. • Support and maintain virtualization environments using technologies such as Hyper-V, VMware, and Veeam, assisting with optimization and issue resolution. • Collaborate closely with Systems Administrators on projects, upgrades, and preventative maintenance activities. • Deliver responsive end-user support through a ticketing system, phone, and in-person requests, ensuring minimal disruption to manufacturing and office operations. • Create, update, and improve technical documentation, standard operating procedures, and knowledge base articles to support consistent service delivery. • Assist with deployment, configuration, and lifecycle management of IT assets across enterprise environments. • Support backup, disaster recovery, and business continuity processes, escalating risks or failures as appropriate. • Provide after-hours support as part of an on-call rotation, ensuring timely resolution and appropriate escalation of critical issues.