• Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues. • Alert Management. • Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes) • Resolve and Handle/Triage IaaS related needs in customer datacenters. • Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team. • Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through. • Participate in weekend on call rotation and holiday coverage • Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution • Work with AI tools to increase efficiency and problem solving tasks for customers. • Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro • Work to troubleshoot any DC networking asks/upgrades, triaging where applicable.

• Install, configure, and maintain laboratory IT systems • Ensure system availability, performance, and security to laboratory operations • Manage data integrity and ensure compliance with regulatory requirements for electronic records and signatures

• Handle routing support inquiries and issues from channel partners, acting as a reliable point of contact through to resolution • Using established procedures, process day-to-day tickets, while resolving routine issues and coordinating cross functional responses with stakeholders • Apply formal training and considerable work experience to make timely decisions that mitigate partner impact and keep projects on schedule • Address and resolve a variety of customer service issues with electronic locks, access control systems and multi-family security solutions using standardized processes and procedures • Collaborate with the proper stakeholders on investigations and case resolution with the customer • Use clear communication skills to maintain trusted, professional relationships with builders and third-party vendors, demonstrating composure and effective conflict resolution during high-pressure situations • Communicate updated product documentation, user guides, and installation best practices tailored to builder workflows • Ensure accurate order processing and deliver high-quality customer support with moderate supervision • Document routine issues and recurring call drivers, sharing actionable feedback with internal teams to support product improvements and enhance knowledge resources • Track trends and share results for product and process roadmaps that improve partner experience and reduce cost‑to‑serve • Actively participate in ongoing training to maintain a high level of proficiency with customer support procedures related to new hardware releases, firmware updates, and software integrations • Manage ticket queues efficiently, ensuring all partner inquiries are resolved within established Service Level Agreements (SLAs) and quality standards

Role Description Navitas Semiconductor (Nasdaq: NVTS) is a high-growth, publicly traded technology company seeking an IT Support Engineer to handle the full range of end-user support requests. The ideal candidate will be self-motivated, energetic, tech-savvy, collaborative, a strong troubleshooter who can both deliver frontline support and resolve complex, escalated issues, and understands the dynamics of a fast-growing company. Key Responsibilities and Duties - Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution—primarily for the local region, and for global offices as needed. - Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users. - Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs. - Administer user accounts, security groups, and permissions in Active Directory and Microsoft Entra ID. - Install, configure, and troubleshoot software applications and endpoint management tools. - Follow workflow in accordance with quality standards. - Image, deploy, configure, and maintain laptops, desktops, mobile devices, and peripherals. - Document solutions, create knowledge base articles, and maintain standard operating procedures. - Share knowledge across the IT team and help end users build self-service skills to reduce repeat issues. - Identify recurring issues and recommend process or system improvements. - Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software. - Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies. - Any and all other duties, as assigned. Qualifications - 3+ years of experience in an IT Help Desk, desktop support, or technical support position. - Demonstrated experience resolving escalated incidents and supporting Windows, Microsoft 365, and Active Directory environments. Requirements - BS in computer science, computer engineering, or a similar discipline (preferred). - 5+ years of experience in an IT Help Desk position (preferred). - Experience with NinjaOne, Freshservice, Fortinet products, or cybersecurity is a plus (preferred). - Scripting experience with PowerShell, VBScript, or JavaScript is a plus (preferred). Knowledge, Skills, Abilities - Advanced troubleshooting skills across Windows, Linux and macOS, Microsoft 365 / MS Office, and common business applications. - Strong proficiency with computers and all MS Office / Microsoft 365 products. - Working knowledge of Active Directory, Microsoft Entra ID (Azure AD), and endpoint management tools (Intune, SCCM, or MDM). - Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, and VPN). - Experience using AI-powered tools (e.g., Microsoft Copilot, Claude, AI assistants) to troubleshoot, draft documentation, and improve support efficiency. - Demonstrated ability to manage a myriad of demands and prioritize effectively. - Strong analytical and problem-solving skills. - Maintains accountability for actions (ownership of work). - Extremely reliable with the ability to champion tasks. - Excellent written and verbal communication skills.