• Provide first and second-level IT support via phone, email, chat, and remote access; log, track, and update incidents and service requests in the ITSM tool with accurate documentation and timely updates. • Monitor, manage, and maintain server operations across multiple environments, responding to alerts related to outages, performance degradation, and capacity issues. • Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, file/print services, and overall server health. • Manage server hardware and platform-level components, including NAS storage, RAID health, disk failures, capacity planning, and out-of-band management using iLO/DRAC. • Analyze and troubleshoot complex issues across hardware, software, servers, networking, virtualization, and security domains. • Assist with implementation, administration, and support of cloud solutions such as Microsoft Azure, Microsoft 365, and Azure Virtual Desktop (AVD). • Manage endpoint deployment and administration using Intune, Group Policy, MDM/MAM, and other endpoint management tools. • Perform server patching and update management, including Windows updates, firmware upgrades, scheduled maintenance windows, and compliance activities. • Execute regular data backups, restores, and validation while maintaining infrastructure security involving firewalls, switches, wireless networks, and VPN connectivity. • Follow up to ensure SLA adherence, escalate high-impact issues as needed, collaborate with internal teams and vendors, update knowledge base documentation, participate in projects, and actively pursue continuous learning.

• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%) • Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%) • Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%) • Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%) • Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues • Work to reproduce customer issues and qualify critical issues • Publish Technical Support Bulletins and other user documentation in the Knowledge Base • Build a positive customer experience by working closely with Development, Sales, Quality Assurance • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc • Provide on-call support 24x7 on an as needed basis

• Be the go-to technical expert on our hotline, supporting distributors, installers, and end users across the French market with confidence and care. • Manage and resolve incoming tickets efficiently, ensuring every customer query is handled with precision and a smile. • Create and record FAQ content and online training courses tailored to the needs of your region, making knowledge accessible to all. • Document processes, solutions, and best practices to continuously improve the support experience. • Prepare and deliver regular performance reports - weekly, monthly, quarterly, and annually - to keep the department centre informed and aligned. • Contribute actively to the continuous improvement of our remote support operations in a fast-paced, international team.