Own the early shift (4am to 8am), Monitoring system health, Responding to customer enquiries, Coordinating with Field Engineers, Software, Hardware, and Integration teams to keep scanning solutions running, Fault-finding, Keeping customers informed, Making sure downtime stays minimal, Delivering a high standard of customer experience, Proactively check the status of our installed units, Check any system alerts that may have been raised, Answer customer enquiries using various mediums, Solve any issues using the provided knowledge, Fault-find, document and escalate, Co-ordinate the finding of a solution with our developers and 3rd level teams, Ensure the case is documented in our systems, Ensure the customer is constantly kept up to date with any updates to their issue