• Assist with technical inquiries received via phone, email, ticketing and messaging applications • Assess the nature of problems and resolve first level support issues by troubleshooting software and hardware issues • Logging or recording support tickets and/or cases • Work in a support capacity to resolve issues, or escalate them as needed • Troubleshoot and resolve hardware and software performance and general PC, network, and printer problems • Analyze user-related matters and identify solutions based on current industry best practices • Support mobile devices using a Mobile Device Solution. • Using ticketing software, perform and document tickets and report on organization trends • Maintain asset management of hardware and software • Oversee the deployment of end user devices • Assist with new user setup and onboarding • Collaborate with the IT team on feedback or general observations related to technology

• Analyze, report and escalate as needed all electronic Data interchange systems to ensure compliance with applicable controls and standards. • Deliver final compliance reports and documenting results. • Track and address issues that trigger financial chargebacks. • Support and promote changes and enhancements to existing and new transaction mappings. • Assist with training personnel in EDI support activities. • Process POs as needed and communicate with vendors on EDI and logistics matters. • Logistics support by reviewing freight invoices and researching suitable changes.

• Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch • Maintain the business-critical payment services • Interact with partners about transaction flows • Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly • Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed • Provide prompt incident response and create/manage detailed incident reports • Guide and coordinate other employees responsible for resolving incidents • Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies • Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform • Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools • Coordinate, deploy, and roll back releases • Verify system health and graphs following each release • Provisioning monitoring and detection of problems and faults in payment services • Make informed decisions regarding payment processing actions based on investigation findings • Read and apply API documentation to troubleshoot partner integrations

• Provide first-line technical support by handling customer requests • Perform initial issue analysis and support the day-to-day operations of the platform • Collaborate with related departments to ensure stable system performance and efficient resolution of technical cases • Process, classify, and perform initial analysis of incoming requests in Jira Service Desk • Providing first-line operational support for project systems and configurations • Use GitLab to review and make basic updates to configuration files, ensuring accuracy of changes • Maintain accurate ticket updates and documentation • Prioritize tasks in accordance with requirements and business risk level