• Provide software support to users • Deliver first-level support to end users and external clients • Log tickets via WhatsApp, chat, or email • Occasionally visit client sites for on-site support • Identify and diagnose issues • Record and document incidents and resolutions, as well as routine procedures • Act with a customer-focused approach, proposing solutions and driving continuous technological and business innovation.

Role Description The Field Services IT Tech Lead is the liaison between the field, tech vendors, and corporate IT, primarily for the Southeast Region. - Supports the Regional IT and Field Service Directors in maintaining customer satisfaction by resolving issues with the help of Technical Support teams. - Ensures a positive customer experience by collaborating with both the Account and Support teams to ensure professional handling, timely communications, and resolution of support requests. - Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. - Leads technology mobilizations for new account openings and technology decommissioning for departing accounts. These efforts may span outside of the normal operating regions. - Manages projects assigned by the Field Service Director, informed by insights from the Regional IT Director and regional leadership. - Participates in technology deployments ensuring projects remain on task and on time meeting the customer demand. Communicates status prior to potential issues. - Utilizes IT Service Management (ITSM) policies to meet the objectives of the Collegiate Hospitality Field Service Team. - Ensures a high level of quality assurance and customer service is maintained. - Engages regional Community of Tech to train local technical leads on process improvements, deployment standards, and support training. - The person for this role is expected to perform additional tasks as assigned, and the job description outlines the principal functions without providing an exhaustive list of all potential duties. - Some off hours (nights/weekend) support and deployment work expected based upon severity of outage or project. Qualifications - Five to seven years of experience with a progression of responsibility, but not limited to, in-depth, hands-on expertise with large and complex hospitality and point of sale solutions. - Strong analysis, organization, communications, interpersonal skills, and project management skills are essential. - Solid proactive decision-making skills are required. - Experience with hospitality customer technologies is required. - Excellent analytic skills, Knowledge of ITIL practices and Service Now software. - Ability to travel up to 60%. Company Description At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

• Lead and manage multiple concurrent AI and technology-related projects from initiation through successful delivery. • Develop and maintain project plans, timelines, milestones, resource allocation, and delivery schedules. • Coordinate cross-functional teams, including technical, business, operations, and client stakeholders. • Monitor project progress and ensure alignment with business objectives, priorities, and delivery commitments. • Identify, assess, and mitigate project risks, dependencies, issues, and potential roadblocks. • Facilitate project meetings, status updates, workshops, and executive stakeholder communications. • Manage client relationships, expectations, and project deliverables throughout the engagement lifecycle. • Drive accountability across teams to ensure commitments, deadlines, and project goals are achieved. • Track project health, performance metrics, resource utilization, and overall delivery effectiveness. • Support process optimization and continuous improvement initiatives within project management and delivery practices. • Collaborate with leadership to prioritize initiatives and ensure strategic alignment across projects. • Operate effectively within Agile, Scrum, Waterfall, or hybrid project delivery environments.

Role Description APEXX is pioneering payment orchestration, transforming the global payments landscape with cutting-edge technology and innovation. As a leader in Fintech, we're committed to excellence, driving forward-thinking solutions that empower businesses worldwide. We're looking for a Technical Support Specialist who thrives in a fast-paced fintech environment and is passionate about delivering exceptional customer experiences. In this role, you'll leverage your technical expertise to investigate and resolve merchant issues efficiently, ensuring the highest standards of service and support. The ideal candidate is excited by the opportunity to join a high-growth company that is making a meaningful impact in the payments industry. You'll combine strong technical troubleshooting skills with excellent communication, attention to detail, and a customer-first mindset to help our merchants succeed. This position is well suited to someone with experience in Technical Support, Application Support, or a similar customer-facing technical role who is looking to deepen their expertise, take on new challenges, and grow their career within an innovative and collaborative team. Qualifications - Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment, with hands-on experience working with APIs. - Confident using ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or similar platforms. - Basic to intermediate SQL skills, with experience using databases such as MySQL, Snowflake, or Postgres. - Familiarity with tools such as Postman, Excel, Kibana, or Grafana would be advantageous. - Deadline-oriented and comfortable working to SLAs, with the ability to remain calm and measured under pressure when resolving incidents. - Technically savvy, with the ability to carry out thorough first-line investigations, identify technical issues, and liaise with internal teams or partners to drive resolution. - Strong written and verbal communication skills, with the ability to communicate clearly and concisely with merchants, internal teams, and external partners. - Detail-oriented, with strong problem-solving, analytical, and organisational skills. - Curious, proactive, and eager to grow, with a desire to deepen your knowledge, bring new ideas, and inspire others to contribute to the success of the Support and Operations teams. Requirements - Investigation and troubleshooting - Identify issues and incidents using the APEXX technical incident matrix - Perform accurate and detailed first-line investigation on all technical queries using the tools and systems available to the Support team (Grafana, Portals, Quicksight, Snowflake) as well as your own technical knowledge - Identify routes of escalation both internally to the L2 technical teams or externally to our third-party partners based on the first-line investigation that was performed - Provide excellent support to merchant issues and queries, and follow the issue through to resolution - Investigate any out-of-hours incidents raised by merchants and alerts triggered by our internal monitoring system - Trigger the incident management process and escalate to L2 for further investigation when applicable - Prepare merchant comms and handle phone communications with merchants for incidents - Communicate effectively within the Support team during shift handovers and morning stand-ups - Work closely with internal teams including Product, Implementations, and Tech Benefits - Health: Insurance (Employee, spouse, and two children) optional cover for parents or in-laws. - 15 personal days per year + Festival holidays. - You can also take your birthday off as paid leave, and we offer a paid day off for any charity work you want to participate in. - Enrichment: Learning and development training, to strengthen your career and progression, leadership in-house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter. - Social: Monthly team outings & incentives. Some of our recent ones include Hackathon, Lunch and Learns, and team building games.