Role Description As the NA HelpDesk Supervisor, you’ll lead our North American IT support team while remaining hands-on in solving complex technical challenges. This “player-coach” role combines leadership, technical expertise, and customer service to ensure our employees receive exceptional IT support. You’ll help drive operational excellence, mentor team members, and keep our technology running smoothly across multiple locations. - Lead and support the North America IT Support team across multiple locations - Coach, mentor, and develop support team members through training and career development - Serve as the escalation point for complex technical issues and high-priority incidents - Manage daily IT support operations, including hardware, software, email, printing, and telecommunications support - Oversee onboarding and offboarding processes, ensuring employees have the right access and equipment - Partner with local sites and department leaders to address technology needs and improve service - Manage helpdesk ticket workflows, service levels, reporting, and continuous improvement initiatives - Track key metrics including ticket volumes, response times, resolution times, and customer satisfaction - Oversee software licensing, subscription renewals, and hardware asset management - Coordinate Windows updates, patching schedules, operating system upgrades, and hardware refreshes - Support Microsoft 365, Microsoft Entra ID, Active Directory, and other enterprise platforms - Collaborate with global IT teams on projects, standards, and best practices - Develop and maintain IT procedures, documentation, and knowledge resources - Assist with budgeting, technology planning, and operational improvements across the organization Qualifications - 5+ years of IT support experience with increasing responsibility - Experience leading teams and supporting multiple locations - Strong knowledge of client hardware, including desktops, laptops, docking stations, and monitors - Experience with Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Word, Excel, and PowerPoint - Working knowledge of Active Directory, user management, and security groups - Excellent troubleshooting and problem-solving skills - Strong communication and customer service abilities - Ability to balance technical work with leadership responsibilities - Experience working independently while collaborating with larger teams - Passion for technology and learning emerging tools and solutions Requirements - A customer-first mindset and passion for helping others - Strong leadership and coaching abilities - Excellent organizational and time-management skills - Ability to prioritize competing demands and adapt to change - Confidence making decisions in a fast-moving environment - Strong attention to detail and commitment to service excellence - A collaborative approach and desire to continuously improve processes and support experiences Benefits - Lead a team that keeps our business connected and running smoothly - Work with talented IT professionals across North America and globally - Make a direct impact on employee experience and operational success - Gain exposure to a wide range of technologies and business functions - Join a company that values innovation, collaboration, and continuous improvement

**Would you like to provide customer support for Akamai Web Performance, Media, Security and Compute products?** **Would you like to deliver 30% of the internet worldwide daily?** **Join our world class Technical Support team** Our Team strives to be the most trusted support services partner and to keep our customers online businesses up and running. Akamai's Cloud Support Engineers strive to deliver a best-in-class support experience for the world's largest organizations. Our engineers are recognized for their expert knowledge of cutting-edge technology, customer empathy, and staying calm under pressure. **Partner with the best** You will deliver technical assistance for Akamai's Web, Media performance delivery, Security, and Edge Compute services to valued customers. Responsibilities include resolving technical issues, ensuring optimal product use, and fostering customer relationships. Support is offered remotely through a ticketing system, email, and online calls, ensuring efficient communication and accurate documentation of all interactions. As a Cloud Support Engineer, you will be responsible for: - Working as a trusted partner to troubleshoot and mitigate complex technical issues for accounts in the US regions. - Leading technical investigations across Akamai's Connected Cloud Platform worldwide. - Owning the customer problems until resolutions and collaborating with internal teams across time zones. - Using and maintaining the Akamai Knowledge Database while utilizing a continuous improvement approach. - Providing feedback into improving our internal tools, procedures and working towards becoming an SME. **Do what you love** To be successful in this role you will: - Have 2 -4 years of experience and a bachelor's degree in computer science engineering or relevant fields. - Have a passion for delivering excellent service, in a customer facing role providing business to business support. - Have knowledge of, and a demonstratable understanding of standard internet protocols such as TCP/IP, UDP, QUIC, DNS, HTTP, BGP - Have experience with Linux specifically in Bash/Shell command line environment covering application logs. - Have demonstrable experience in programming languages (such as Python, Java, also with web technologies such as HTML and Javascript) **Build your career at Akamai** Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We’re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact. With our company moving so fast, it’s important that you’re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here. **Learn more** Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution. • Perform in‑depth data analysis and root ‑ cause investigations to troubleshoot system and production issues. • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance. • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput. • Perform smoke testing and post‑release validation to confirm data integrity and system stability. • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation. • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent. • Analyze, validate, and reconcile interface outputs, extract files, reports, and database feeds. • Validate X12 EDI transactions (e.g., 834, 837, 835, 820, 999/277) for structure, content, and processing outcomes. • Support Business Analysts by translating functional requirements into technical specifications and solution models.

• Manage the full life cycle of hardware, including setup, replacements, repairs, returns, and end-of-life • Prepare and deploy laptops and devices for employees • Provide Tier 2 support for hardware issues (laptops, printers, and accessories) • Coordinate repairs, shipping, and vendor returns (RMAs) • Support large device rollouts and urgent requests • Manage hardware leases, including renewals, buyouts, and billing • Review and process invoices and financial records • Keep asset data accurate in systems like ServiceNow • Fix data issues and support system updates or improvements • Create reports to track inventory, usage, and risk • Support audits and provide data to leaders when needed • Work with vendors (Lenovo, Apple, Ricoh, etc.) on pricing, repairs, and orders • Partner with teams across IT, Finance, Procurement, and Security • Create and update processes, job aids, and documentation • Identify gaps and suggest improvements to make processes better and more efficient.