• Provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. • Troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience. • Serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. • Maintains availability to receive escalated inbound calls, support tickets, and web chats. • Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly. • Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly. • Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools. • Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps. • Proactively creates and updates knowledge base articles and documentation. • Achieves predetermined service and performance goals. • Follows designated workflows and escalation procedures while maximizing support efficiency. • Participates in Trapp internal meetings and required Trainings. • Maintains a professional image and demonstrates and adheres to all Trapp Policies and Procedures.

• Own end-to-end IT operations for a remote-first organization • Administer and maintain core business systems • Manage identity and access across all systems • Monitor and maintain cybersecurity posture • Establish IT policies and standard operating procedures • Manage vendor relationships and software licensing • Support onboarding for new hires • Contribute to infrastructure projects

• Define enterprise IT strategies that align with business objectives and support long-term growth • Lead stakeholder discussions, workshops, and decision-making forums • Guide teams on best practices across enterprise architecture and emerging technologies • Direct digital transformation programs to strengthen competitiveness • Recommend solutions balancing innovation with practical delivery • Communicate complex technical and business concepts in clear, actionable terms • Mentor technical and business teams to build capability and resilience

• Manage the day-to-day operation, availability, and performance of the organization's IT infrastructure and operational services. • Lead and develop the IT Operations team, fostering a culture of accountability, customer service, collaboration, and continuous improvement. • Administer and maintain enterprise infrastructure, including networking, servers, storage, cloud services, endpoint management, identity platforms, and collaboration technologies. • Oversee the administration, lifecycle management, and operational support of core SaaS platforms and IT systems, ensuring they remain secure, reliable, and aligned with business needs. • Plan and execute infrastructure upgrades, technology refreshes, and operational improvement initiatives to maintain a modern and resilient IT environment. • Manage enterprise backup, disaster recovery, and business continuity capabilities to minimize operational risk and downtime. • Partner with the Information Security team to implement security best practices, vulnerability remediation, endpoint protection, and compliance requirements. • Oversee IT operations, ensuring incidents, service requests, and changes are managed effectively while meeting established service levels. • Develop and maintain infrastructure documentation, operational procedures, system inventories, and technical standards. • Build and maintain strong relationships with technology vendors, managed service providers, and implementation partners, coordinating on-site engagements and ensuring successful delivery of infrastructure and technology initiatives. • Serve as the primary IT owner for infrastructure-related vendor implementations, coordinating resources, validating deliverables, and ensuring smooth transition into ongoing operations. • Collaborate closely with Enterprise Applications, Business Relationship Management, Cybersecurity, and business stakeholders to support enterprise technology projects and organizational priorities. • Manage infrastructure-related budgets, technology licensing, maintenance agreements, and hardware lifecycle planning. • Monitor infrastructure health, operational metrics, and system performance, identifying opportunities to improve reliability, efficiency, and user experience. • Evaluate emerging technologies and recommend practical solutions that improve operational effectiveness, scalability, and service delivery. • Other duties as assigned.