• Pre-Sales Ownership: Own the end-to-end SE strategy for customer engagements across the UKI enterprise segment, including meeting agenda design, story arc, technical approach, and follow-through. • Product Demonstrations & Webinars: Conduct compelling online and on-site product demonstrations and webinars, tailoring messaging and content to the customer’s specific business challenges and technical environment. • Technical Discovery & Solution Design: Lead deep discovery sessions with customers to understand business needs, technical requirements, and pain points. Assess the customer’s current infrastructure and recommend solutions that improve performance, scalability, and operational efficiency, defining project scope, success criteria, and timelines. • Value Articulation: Clearly articulate the value proposition of SolarWinds solutions in the context of the customer’s unique requirements, using consultative and value-based selling techniques. • Technical Advisory: Advise Inside and Outside Sales in all technical pre-sales functions, providing expert guidance to Account Executives and Channel Partners on the optimal solutions to address customer requirements. • Complex POC Execution: Design and execute complex Proof of Concept (POC) and Proof of Value (POV) engagements, including multi-product scenarios, integrations, and scaled environments. Anticipate and mitigate technical and organisational risk throughout the evaluation process. • Product Configuration & Troubleshooting: Perform advanced pre-sales technical support duties, including product configuration, environment setup, and troubleshooting of customer issues during evaluations. • Customer & Product Feedback: Convey structured customer feedback, including feature requests, competitive intelligence, and product issues, to Product Management and Development teams. Help shape internal best practices based on field experience. • Continuous Learning & Enablement: Maintain and continually upgrade technical understanding of the SolarWinds product portfolio. Provide training, mentoring, and knowledge transfer to other team members, and deliver Sales/Partner enablement sessions as required. • Events & Field Presence: Present at partner events, trade shows, and industry conferences. Travel to partner sites for training and enablement. Maintain a strong on-site presence with key customers across the UKI region. • Post-Sale Support: Communicate with customers throughout project lifecycle and provide handover support to Customer Success and Renewals teams once solutions are deployed, ensuring a seamless transition and ongoing customer satisfaction.

• Act as a HUD Technical Expert; troubleshooting, testing, repair and demonstrations. • Travel to customer sites to evaluate the sustainment and support needs of customers operating F-16s, F/A-18s, F-15s, V-22s, AH-64s and other platforms • Make recommendations on repairs, spares and test equipment to improve customers’ operational readiness for HUDs and other avionics. • Provide technical support to O-level customers for the test and evaluation of avionics including: Head Up Displays (HUDs), Multi-Function Displays (MFDs), Fire Control Radars, Electronic Warfare Systems, Communication / Navigation and other electronics systems. • Identify, qualify and support new business capture opportunities with US and international customers related to HUDs and avionics sustainment. • Participate in the development and delivery of training programs for customers and team members. • Document and report on system performance, issues, and resolutions for continuous improvement. • Establish and maintain direct, personal relationships with key customers. • Establish and maintain relationships with key personnel within ESA and ESL • Continuously assess ES Aftermarket capabilities against customer needs and requirements. • Assess and make recommendations for ESA Aftermarket to partner with ESL and/or other companies where opportunities exist for new business. • Collaborate with engineering teams to support the design and implementation of system modifications • Other related duties as assigned by supervisor

• Confirm Facility requirement prior to equipment Installation • Complete installation or relocations of SuperSizer series measuring tools • Conduct regular preventative maintenance • Identify and Resolve issues in Supersizer products at the component level • Maintain accurate records and reports • Ensure Appropriate spare parts levels • Conduct data collection, analysis, and calibration on Supersize series products

**Tasks:** **The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:** - Action technically demanding, time sensitive, and VIP tickets. - Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs. - Assist with coaching and mentoring the Service Desk Engineers. - Act as an escalation point for the Service Desk Engineers. - Assist the Service Desk Team Leader where required. - Ensure all tickets are accurately logged and have all required detail before accepting escalation. - Ensure adherence to performance targets including SLAs and KPIs. - Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution. - Follow processes to ensure that a high quality of service is provided, at all times. - Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation. **Secondary tasks include:** - Assist in planned and unplanned service disruptions. - Help maintain the accuracy and relevance of support documentation, and guides. - Understand the business and its objectives **Responsibilities:** **- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.** - Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs. - Monitor, moderate and create process documents and regularly check for adherence to these processes. - Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users. - Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed. - Represent the Service Desk at knowledge transfer sessions. - Assist with staff training and business awareness. - Be aware of organisational changes that might impact the Service Desk. - Plan and prioritise work to ensure that deadlines and targets are met. - Identify potential areas for improvement. - Involve and seek feedback from stakeholders. - You may on occasion be required to work on customer sites.