• Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users • Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs • Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution • Install, configure, and troubleshoot software applications and endpoint management tools • Document solutions, create knowledge base articles, and maintain standard operating procedures • Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies • Identify recurring issues and recommend process or system improvements • Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software.

• User support • Systems maintenance • Support for operational routines within the department

• Ensure eXp maintains good standing • Coordinate the joining of new MLSs as needed • Approve all new agent applications that are not auto-vetted/set up mentorships as needed • Approve/Sign all transfer documentation for agents • Works closely with Agent Experience for Broker questions • Provides support to the Designated Managing Broker and Managing Broker Team • Assist with Agent and State Trello Boards • Manages Agent Approval • Manages Agent Invitation Acceptance • Coordinate with Broker Primary Board to maintain Agent compliance • Manage State Calendar • Assists with management of Local Board Associations • Auditing Invoicing Compliance • Assists Broker with generating and distributing communications to Agents • Administrator of State social media groups • Liaison to: MLS Boards, Non-eXp Brokerages, Agents, Vendors, Special Projects as directed by Brokerage Operations

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms • Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs • Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders • Working with the Service Delivery Managers (SDMs) and the support teams to ensure customer projects are accepted into service promptly • Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production/live • Own project-related tasks and work with team members and customers to implement solutions for the IBM i platform • Deliver projects in line with customer requirements, project timelines, and deadlines set by Client Onboarding Specialists, including working outside normal business hours when required • Perform physical onsite installations of IBM Power servers; travel will be required • Complete IBM i system migrations using methods including tape, VTL, software replication, and storage replication • Support Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders • Work collaboratively with colleagues to streamline implementation solutions and document them for Acceptance into Service for the IBM i platform • Provide SME-level input to Technical Pre-Sales on prospective solutions being designed/scoped • Liaise with the Infrastructure team to ensure capacity requirements are communicated in a timely manner • Deliver efficient and effective support to internal and external customers, including resolving issues escalated beyond lower-tier support and attending customer sites as required • Act as senior advisor for customer escalations, and technical planning discussions • Support presales and solution discussions requiring IBM i technical skills