• Provide advanced Level 3 technical support across a broad range of client environments. • Troubleshoot and resolve complex Microsoft 365, Windows, infrastructure, networking, and security-related issues. • Manage service desk tickets while maintaining high standards of documentation and ticket hygiene. • Deliver Level 1, Level 2, and Level 3 support as required. • Assist with project delivery, system implementations, client onboarding, and migration activities. • Develop, maintain, and improve technical documentation, knowledge bases, and standard operating procedures. • Identify opportunities to improve services through automation and operational efficiencies. • Support the development and optimisation of internal systems and business processes. • Act as a trusted technical advisor and escalation point, working closely with business leadership. • Build strong customer relationships through proactive communication and strategic technology recommendations. • Maintain regular communication with customers throughout the support lifecycle. • Contribute ideas that support business growth, scalability, and continuous improvement. • Stay up to date with emerging technologies and industry best practices.

• Provide day-to-day management to a team of OnePACS Technical Account Managers (TAM) and Application Analysts (AA). • Define key success criteria for technical client health by working with OnePACS TAMs, Application Analysts, Operations, and Development teams to create measurable health scores. • Drive team development, including hiring, onboarding, career development, and performance management. • Lead, coach, and empower the TAM and AA teams to succeed in their roles and adopt best practices. • Assist the team in identifying technical inefficiencies for our clients and provide recommendations to enhance their use of our products. • Communicate and collaborate effectively with other functional leaders by solving business challenges together, identifying growth opportunities, and collaborating to drive efficiency and effectiveness across the organization, while focusing on support. • Maintain and own the technical relationship with the client leadership team for Experity’s clients. • Meet with the client’s structured professionals, such as COO, CFO, and CEO, regularly and build relationships at multiple levels. • Communication cadence to include attending Client Success Management's monthly business review meetings with the client’s management team and executive business reviews with the client’s structured professionals. • Serve as a top-line escalation point for incidents or escalations raised by managed accounts. • Partner with the wider Customer Success organization to identify, monitor, and report on trends. • Managing technical relationships with customer stakeholders. • Participating in QBRs/EBRs and customer reviews Driving account health plans and risk mitigation. • Supporting renewals and growth opportunities with SAE/CSM. • Acting as the primary technical escalation point. • Monitoring adoption, utilization, and customer outcomes. • Other duties as assigned.

• Provides support to end users for computer, application, system, device issues • Utilizes technical experience and customer service skill to assist end users to resolve incidents • Involvement in project planning; installing, configuring, upgrading of computer-related hardware and software • Identifies, researches, and resolves technical problems of moderate complexity • Responds to telephone, email, and online requests for technical support • Documents, tracks, and monitors the problem using applicable systems and tools • Diagnosis and resolves unique, nonrecurring problems associated with application software and operating systems

Role Description This is a remote position. Qualified candidates preferred to live in the Houston or Denver area. The territory covers West Region with occasional support to East and Central. Easy access to major metropolitan airport. Traveling up to 75%. Must have a Valid Driver’s License. A technical expert focused on the end-to-end delivery of the AlinIQ Digital Health applications and at the delivery center on Abbott's consumer healthcare strategy. Core responsibilities of this role include: - Complex IT implementation, testing, training, and escalation management. - Client-facing role requiring excellent communication, critical thinking, and soft skills to ensure high client satisfaction. - Understanding the specific nuances of applications and mentoring newer or less skilled employees. - End-to-end implementation, testing, and training of the Abbott Digital applications with a focus on quality and customer satisfaction. - Applying technical IT and networking knowledge to analyze user needs and gather customer requirements. - Designing integrated, scalable, and comprehensive informatics solutions for clinical diagnostic healthcare customers. - Multi-tasking and coordinating with a complex network of departments throughout all levels of an organization. - Developing a proven mastery of Abbott processes and leading by example across the Area delivery organization. - Implementing and maintaining the effectiveness of the quality system while adhering to and promoting the Abbott Code of Business Conduct. Qualifications - Bachelor’s degree in computer science, Information Systems, Medical or Hospital Informatics, or related disciplines. - Minimum 2 years in the healthcare industry. - Minimum 5 years’ relevant information technology experience outside of healthcare. Requirements - Master’s degree is preferred. - Middleware application workflow, configuration, and operational management experience. - Pre-analytical transport solutions workflow and inventory management solutions workflow, configuration, and operational management. - Sales experience is preferred. Benefits - Career development with an international company. - Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with high employer contribution. - Tuition reimbursement and education benefits for obtaining a bachelor’s degree. - A company recognized as a great place to work in dozens of countries. - A company recognized as one of the best big companies to work for as well as a best place to work for diversity.