• Resolve technical issues via incoming phone calls from (mostly) non-technical end users. • Respond to incoming web-based support requests. • Utilize Live Chat with powerful desktop sharing tools. • Recognize trends and report them to senior level engineers. • Find and document any new support issues or product bugs. • Work with other team members to resolve active issues. • Upselling - identify product improvements by additional services offered by Intermedia. • The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. • Self-awareness and common-sense approach to identifying issues to escalate appropriately. • Self-starter with the maturity to ask for assistance when needed.

• The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users • Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools • Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting • Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues • Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting • Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction

• Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer. • Troubleshoot and resolve software issues across microservices, APIs, and system integrations. • Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge. • Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support. • Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume. • Leverage Zendesk automations, triggers, and macros to streamline ticket management and improve response times. • Analyze ticket trends and support data to identify systemic issues and implement proactive solutions. • Perform account management request analysis and automate routine, high-volume tasks. • Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies. • Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates. • Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.

• Provide technical assistance to computer users by answering questions to resolve computer problems for the end user. • Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. • Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. • Attend all scheduled appointments with users to assist with data transfers.