• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process, leaving detailed notes for other staff to reference. • Communicating with users directly via Google Meet, Zoom, or Phone Call • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating IT training support for new client staff, as requested or scheduled • Assisting in improving existing IT automation tools and workflows • Removing adware, spyware, and viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Responding to tickets and maintaining ticket system notes to identify chronic problem areas and measure program effectiveness • Providing coverage during peak support times, team PTO, or increased client demand • Willingness to work outside of normal business hours on an as-needed basis • Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed • Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity) • Other duties as needed

• As a Technical Lead or Senior Engineer, responsible for managing a small team and providing guidance and mentorship to team members while driving day-to-day operational activities. • Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services. • Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Use provisioning and order management systems tools to initiate and track the service activation process. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensure CSG Support Tool is always updated with the latest ticket details. • Deliver product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer site.

• Deliver hands-on support via phone or email, resolving issues across Microsoft platforms (Windows Server, 365, Office, Windows 10/11, Cloud) and troubleshooting server, network, and application environments, including systems from Cisco, Sophos, Fortinet, and more • Work with ticketing platforms (ConnectWise, ServiceNow) to resolve end-user issues • Assist with Azure, Intune, AVD, backups, and endpoint management • Collaborate with senior U.S. engineers to escalate and learn advanced cases • Champion new tech solutions to continuously improve client IT environments • Manage and prioritize multiple projects in a deadline-driven environment

• Triage and resolve expert-facing support tickets via Slack • Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors • Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly • Escalate and document bugs for the engineering team when deeper changes are needed • Build and improve support workflows, knowledge base articles, and internal runbooks • Identify recurring issues and advocate for platform improvements that reduce support volume • Monitor expert experience metrics and flag emerging problems early