• Provide support for the installation, maintenance, and troubleshooting of Point of Sale (POS) terminals and systems • Interact directly with customers, delivering high-quality service • Identify and implement effective solutions to customer requests and technical issues

• Receive and manage support requests from engineers, project managers, and field staff • Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps • Gather sufficient detail to ensure issues can be understood, reproduced, and resolved • Route issues to the appropriate Product Manager, engineer, or enablement resource • Capture qualitative and quantitative feedback from users across the platform • Identify recurring issues, patterns, and areas of friction • Distinguish between one-off issues and systemic product problems • Ensure user signal is clearly communicated to the product and engineering teams • Develop and maintain training materials for newly released tools and features • Create clear, practical documentation, guides, and walkthroughs based on real user needs • Translate common issues and questions into reusable training content • Continuously update training materials based on product changes and user feedback • Partner with Product Managers to ensure recurring issues inform backlog prioritization • Work with Lead Engineers to communicate bugs with clear technical context • Collaborate with the AI Enablement Manager to identify training or onboarding gaps • Support alignment between support insights and product improvements • Maintain a structured record of issues, resolutions, and trends • Track issue status, resolution timelines, and recurring themes • Build and maintain documentation that provides visibility into platform performance • Ensure consistency in how issues are logged, categorized, and reported • Analyze support data to identify patterns and systemic issues • Provide regular summaries of key insights to product and engineering leadership • Highlight areas where product design, performance, or training needs improvement • Contribute to a continuous feedback loop between users and builders • Identify opportunities to improve support processes, tools, and workflows • Help refine intake, triage, and escalation practices as the platform scales • Contribute to building a more proactive and insight-driven support function

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance. • Provide end-user technical support for hardware, software, network, and access-related issues. • Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions. • Support privileged access management processes utilizing CyberArk and related security tools. • Perform remote troubleshooting and issue resolution for users across multiple locations. • Collaborate with infrastructure, security, and application teams to resolve complex technical issues. • Maintain accurate IT documentation, knowledge base articles, and support procedures. • Identify recurring issues, perform root cause analysis, and recommend process improvements. • Support software deployment and device management activities using Microsoft Configuration Manager (SCCM). • Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

• Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems. • Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations. • Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services. • Monitor and respond to alerts generated by RMM and monitoring tools. • Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues. • Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions. • Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint. • Perform user account administration through Active Directory and Azure Active Directory. • Document troubleshooting steps, resolutions, and technical procedures. • Escalate complex issues to senior engineers when necessary. • Participate in system deployments, migrations, and onboarding projects. • Maintain high customer satisfaction through professional communication and timely issue resolution.