• Respond to and manage user requests through Streamline, our ticketing system, with a focus on timely issue resolution and clear communication. • Investigate system behavior, identify root causes, and correct problems within our NetSuite environment. • Work with workflows, saved searches, reports, and custom records to support day-to-day business needs. • Contribute to NetSuite enhancements and customizations, including support for workflows, scripting, and other tailored functionality. • Learn how NetSuite interacts with internal teams and connected systems, including record creation and synchronization outside of NetSuite. • Partner with internal stakeholders across departments to understand issues, answer questions, and improve the user experience. • Help capture system knowledge and support continuity by maintaining clear internal documentation. • Support occasional projects that improve system performance, usability, and alignment with business processes.

• Provide remote support for desktops, laptops, mobile devices, printers, and peripheral equipment • Troubleshoot Microsoft 365, Windows operating systems, Active Directory, and networking issues • Support LAN/WAN connectivity and network infrastructure • Document all work performed within the PSA system, ConnectWise experience desired. • Escalate complex issues appropriately while maintaining ownership of the client experience • Assist with client onboarding, deployments, and technical projects as needed • Support cloud-hosted and customer-managed environments • Deliver professional, responsive, and customer-focused service

• Respond to and resolve technical issues reported by users via phone, email, or in-person. • Diagnose and troubleshoot hardware, software, and network-related issues. • Provide technical support for desktop, laptop, printers, and mobile devices. • Assist with software installations, updates, and configurations. • Log, track, and close tickets in the service desk system, ensuring all details are accurately documented. • Escalate unresolved issues to the appropriate teams as per service-level agreements (SLAs). • Follow up with users to ensure issues are resolved to their satisfaction. • Provide hands-on support for technical problems that cannot be resolved remotely. • Set up and configure hardware and software for new employees. • Maintain and troubleshoot AV (Audio -visual) systems for meetings and conferences. • Educate end-users on best practices, system functionality, and self-help tools. • Create and update documentation, including FAQs and user guides. • Perform routine hardware maintenance and upgrades.

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.