• Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services • Own and manage incidents and service requests from initial contact through to resolution or effective escalation, ensuring SLA compliance • Deliver clear, timely, and professional communication to users throughout the entire ticket lifecycle • Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation

Role Description Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. - Deliver outstanding technical support via emails and chats; - Build strong and lasting customer relationships; - Keep up with evolving tools and technology; - Handle sensitive customer data with care and security; - Apply the latest and greatest customer happiness practices; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. Qualifications - Excellent English communication skills (at least C1 level); - Experience in a technical support role; - Networking experience (IPsec Tunnels, DNS, packet tracing, understanding of ports, role of firewall); - Strong understanding of Network infrastructure (VPN, routing, split tunneling, WireGuard connector based tunnels); - Strong understanding of network protocols (OpenVPN, IKEv2, WireGuard); - Ability to read log files; - Familiarity with operating Windows, Linux, MacOS, Android and iOS; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Requirements - Experience with AWS, Azure; - Knowledge about function of IDP/SSO (G-Suite, Azure AD); - Customer facing experience. Benefits - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

• Dive into client engagements, guiding them through discovery, requirements gathering, and reengineering processes with proactive support. • Champion industry standards and best practices, crafting innovative solutions tailored to each client's unique needs. • Lead the charge in system configuration, data migration, and post-implementation support to ensure seamless transitions and optimal performance. • Translate complex business needs into technical designs, driving projects from conception to deployment with precision and expertise. • Conduct workshops, manage projects, and facilitate user training to empower clients and maximize value. • Continuously expand your expertise in the NetSuite ecosystem, staying abreast of the latest developments and trends to deliver cutting-edge solutions.

• Support the Office of the Chief Information Officer (OCIO) of a legislative customer • Lead the project from initiation to closure • Manage the project work plan and establish a structured framework • Produce weekly written status reports • Design and facilitate participative stakeholder planning sessions • Conduct environmental and organizational analysis, including SWOT analysis • Revise and finalize the updated OCIO Directional Plan • Develop communications materials supporting the updated Directional Plan • Maintain version-controlled documentation throughout the period