• Entgegennahme und Bearbeitung eingehender Anrufe (Inbound) im 1st Level Support • Erfassung, Klassifizierung und Priorisierung von Störungen und Anfragen im Ticketsystem • Erste Analyse und Lösung von Standardproblemen (z. B. Passwort-Resets, Zugriffsrechte, einfache Hard- und Softwarefragen) • Weiterleitung komplexerer Fälle an den 2nd/3rd Level Support inklusive sauberer Dokumentation • Freundliche, klare und serviceorientierte Kommunikation mit den Anrufenden • Flexible Übernahme von Schichten bzw. Zeitfenstern nach vorheriger Absprache

• Serve as the primary point of contact for the Government COR and designated program officials on all contract matters. • Manage and oversee all contractor personnel supporting Form I-9 audit and worksite enforcement activities across multiple field locations. • Provide leadership, supervision, and performance management for Junior Compliance Officers and other assigned contract staff. • Perform resource planning, workforce management, recruiting coordination, onboarding, and staffing activities to ensure uninterrupted contract performance. • Develop and maintain operational knowledge of HSI Worksite Enforcement programs, policies, procedures, and investigative support requirements. • Provide management and technical oversight for all contract activities to ensure quality, consistency, and compliance with established standards and best practices. • Conduct quality assurance reviews of work products, reports, audit documentation, staffing actions, and deliverables to ensure accuracy and timeliness. • Monitor contract performance metrics, identify risks, develop mitigation strategies, and provide regular status updates to Government stakeholders. • Support HSI personnel conducting employment eligibility verification audits and investigations involving Forms I-9, business records, and related compliance documentation. • Assist with preparation and delivery of briefings, presentations, training sessions, status reports, and program reviews. • Provide recommendations to improve operational efficiency, resource utilization, workflow management, and alignment with Government strategic objectives. • Oversee preparation and submission of required deliverables including staffing plans, activity reports, quality control documentation, training certifications, personnel security documentation, and contract status reports. • Ensure compliance with DHS, ICE, HSI, privacy, records management, personnel security, and information security requirements. • Support transition planning, workforce continuity efforts, and surge staffing requirements as directed by the Government. • Maintain accountability for contract performance, customer satisfaction, personnel management, and mission support outcomes.

• Provide professional end-user support via telephone, email or web submits • Provide restorative or maintenance actions to resolve end-user problems • Respond to end-user problems based on standard procedures • Track incidents and calls, including but not limited to, entering data into the database timely and accurately • May be responsible for ensuring systems are configured properly

Role Description The position is responsible for all operations activities during shift work, including: - Guaranteeing software and application upgrades based upon business requirements. - Providing proactive enterprise-wide monitoring of all systems, servers, and applications. - Guaranteeing the functionality of all systems and applications. - Maintaining proper incident documentation practices based on the ITIL framework. Schedule: Overnight shift 12:00 AM to 6 AM, Costa Rica GMT-6, Monday, Tuesday, Friday-Sunday What You’ll Be Doing: - Guarantee all established procedures related to operations at the Data Center are followed. - Ensure complete and timely hand-off of incidents to other support teams as appropriate. - Monitor the environment and resolve issues utilizing available knowledge reference documentation. - Monitor production schedules and ensure production jobs complete successfully without issues. - Properly complete daily procedures related to data center operation. - Work with remote technical staff at the data centers to install and deploy hardware, cabling, and systems as required. - Interact with vendors to guarantee functionality of all parts of the Data Center. - Perform Data Center hardware upgrades and maintenance as needed. - Perform semi-complex web, scripting, or other system upgrades. - Must be able to work holidays and overtime if needed. Qualifications - Understanding and working knowledge of data center infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications). - Intermediate understanding of network concepts. - Intermediate understanding of the Microsoft Windows Operating System in a server environment. - Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model. - Ability to work independently in local and/or remote locations and handle multiple tasks at the same time. - Effective oral and written communications skills and knowledge of commonly used concepts, practices and procedures within networking and Microsoft Windows Operating Systems. Requirements - Bachelor's Degree in Computer Science or Management Information Systems. - 1-3 years of experience supporting servers and applications is required. - A + and MCP Certifications are required. - An equivalent combination of education and related experience may also serve to meet these minimum requirements. - May include highly experienced individuals performing entry-level equivalent work who are non-degreed or degreed in an unrelated field. Desired Qualifications - MSCA: Windows Server 2012 and later. - Working knowledge of VMWare virtualization technology. - Experience working with cloud environments such as AWS and Azure. Benefits - Collaborative work environment. - Competitive Salaries. - Yearly bonus. - Comprehensive benefits for you and your family starting Day 1. - Unlimited Paid Time Off. - Flexible working environment. - TradeStation Account employee benefits, as well as full access to trading education materials.