• Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention. • Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap. • Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues. • Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two time‑zone‑aligned sessions with SMEs. • Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance. • Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service.

• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Perform daily checks, follow change processes, and escalate issues when required

• provide technical and application support for users of Bitplane’s Imaris 3D/4D advanced image analysis software • support third party deconvolution / alignment packages, database setup and management

• Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction. • Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture. • Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. • Improve integration methods by sharing client feedback and new technology trends. • Proactively monitor integration health to detect and resolve issues before they impact clients. • Manage and troubleshoot integration errors and downtime events. • Manage client communication on downtimes, integration defects and integration errors • Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements. • Triage and assign out incoming requests. • Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone. • Ensure compliance with industry regulations and data security best practices.