This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers. You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations. Reporting Structure - This job reports to Team Lead – Customer Support. Job Objectives - Enhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers' needs and providing appropriate solutions to ensure customer satisfaction. - Troubleshoot technical problems faced by business users and escalate complex issues to the technical team. - Effectively communicate customer concerns, requirements, and feedback to the support teams. - Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alerts. - Respond to customer issues/queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue. - Perform remote troubleshooting as a first level through diagnostic techniques. - Provide accurate information on IT products and services. Issues Monitoring - Track and follow up with technical teams till the issue is resolved and service request is closed. - Handle communication with stakeholders and provide regular updates for reported issues. - Manage Incidents, Problems, Change and Service Requests. - Share any feedback or suggestions from the customers with the appropriate internal team. - Monitor the alerts raised by Monitoring tool and escalate to next level for recovery. - Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines. - Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/Management. - Create and log issues and their resolution in the centralized Customer Service Portal. - Categorize reported issues with correct impact and urgency as per best ITIL practices. Requirements - Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors. - Knowledge of ITIL methodologies (ITIL Foundation level) preferred. - Fresh Graduate/0 to 3 years of experience in customer service. - Prior experience in IT Service Management Ticketing tools and process is preferable. - Should have the flexibility to work in shift system (Weekends/holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps. Skills and Abilities - Customer-oriented, with ability to manage difficult customers. - Have a positive, empathetic and professional attitude toward customers. - Efficient, enthusiastic and detail oriented with problem solving ability. - Ability to build strong working relationship with clients and internal team members. - Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure. - Good understanding of computer systems, mobile devices and other technology products.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Bitdeer is seeking a proactive IT Desktop Engineer to provide high-quality technical support to our global team. The ideal candidate should excel in troubleshooting, maintaining IT infrastructure, and ensuring a seamless end-user experience. While the primary focus is support, candidates with scripting and coding skills to improve workflow efficiency will be prioritized. Job Responsibilities - Provide daily maintenance, installation, configuration, and troubleshooting for IT equipment, including video systems, laptops, and printers. - Promptly respond to global employee service requests via email and ticketing systems (ServiceNow/Jira), maintaining ≤24hr SLA compliance. - Install, configure, and upgrade operating systems, common office software, and mobile applications. - Administer and maintain Unified Endpoint Management (UEM) platforms (e.g., Intune, Jamf) for software deployment, patch management, and device configuration. - Utilize scripting (PowerShell, Bash, etc.) to streamline repetitive tasks and manage system configurations. - Create KB articles and conduct user training sessions on IT best practices. - Assist the IT team with other daily tasks and global infrastructure projects. Qualifications - Bachelor's degree in computer-related fields preferred. - 1+ years of IT desktop support or related experience. - Strong proficiency in scripting (PowerShell or Bash) to solve real-world problems and automate basic tasks. - Expert in Windows environment: AD, Bitlocker, WIM imaging, and GPO management. - Intermediate macOS troubleshooting skills (Keychain, FileVault, MDM enrollment). - Solid understanding of networking fundamentals: TCP/IP, VLAN, VPN. - Proven ability to learn new technologies and concepts quickly. - Excellent communication skills with the ability to explain technical concepts to non-technical users. Preferred Qualifications - Mandarin proficiency. - Familiarity with Python or experience interacting with APIs is a significant advantage. Company Description Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud. Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence. Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC datacenters in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Help Desk Support Specialist - Tier 1 - US Remote - Generous compensation and benefits! - Must be based in the US and have experience with Office 365 and other hardware technologies and software platforms - 100% Remote - Full time with benefits - Support desk is open these EST hours: - Monday-Friday: 7:30 AM – 9:30 PM - Saturday: 7:30 AM – 8:30 PM - This position requires working Saturday, and initial assignments are on the late shift - Starting pay is $21/hour (Commensurate with Experience) - BACKGROUND REQUIRED - REMOTE OFFICE 365 SUPPORT EXPERIENCE IN A HIGH-VOLUME CALL CENTER Qualifications - 1-2 years of relevant experience - ie technical phone support - Strong Office 365 - Remote work experience - Strong customer service and troubleshooting skills - Experience installing, configuring, and maintaining PC hardware, printers, scanners, computer peripherals - Ability to communicate technical information, both verbal and written to a wide range of end-users - Knowledge of ticketing and knowledge based systems such at Zendesk, and InContact - Ability to possess a strong sense of ownership of client relationships - High school diploma or equivalent; Bachelor’s degree desired Requirements - Provide tier I technical support for store team members and corporate personnel via phone and digital channels such as chat and email - Perform technical diagnosis and troubleshooting for users with hardware, software, and network connectivity issues and provide the appropriate solutions - Thoroughly create, update, and resolve customer tickets for every request received according to guidance - Update users on outstanding requests and drive timely resolution - Escalate issues to appropriate department and support vendors as necessary - Advise management of potential risks or recurring problems - Other duties may be added and/or assigned as needed Benefits - Medical, Dental and Vision Insurance - Health Savings Account - 401(k) Retirement Plan with Company Match - Paid Vacation and Sick Days - Employee Discounts - Educational Assistance - Company Paid Life Insurance - Short-Term and Long-Term Disability Insurance

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Manager is responsible for overseeing and driving all Incident Management, Change Management, and Release Management activities across the organization. This role ensures stable, predictable IT operations by owning major incidents, coordinating cross-functional response, managing the change control process, and ensuring proper governance of configuration items (CIs) through the CMDB. The Service Manager acts as the central point of coordination for restoring service during outages, preventing recurrence, ensuring controlled deployments, and maintaining service quality across all IT teams. As Kapitus’s technology landscape and operational requirements evolve, the candidate will be expected to assume additional responsibilities and perform related duties as needed to support business objectives. What you will do: - Incident Management - Own and run the end-to-end Incident Management process. - Lead and coordinate all P1/P2 Major Incidents, from detection to resolution. - Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams. - Serve as the primary communication lead during incidents — providing timely updates to executives, stakeholders, and end users. - Ensure root cause analysis (RCA) is conducted for all major incidents and track corrective actions. - Identify incident trends and drive long-term prevention activities. - Change Management - Own the Change Management process, governing all infrastructure, cloud, application, and configuration changes. - Review, assess, and approve changes (standard, normal, emergency). - Chair the Change Advisory Board (CAB) meetings. - Ensure proper risk assessment, testing evidence, backout plans, and scheduling alignment. - Maintain change calendar and enforce compliance with organizational standards. - Release Management - Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments. - Work closely with DevOps, Engineering, and QA to ensure release readiness. - Ensure release documentation, approvals, and post-release validation are completed. - Track release performance, success rate, and deployment-related incidents. - Configuration Management (CMDB) - Oversee the accuracy and integrity of the Configuration Management Database (CMDB). - Ensure all assets, dependencies, and CIs are properly tracked and maintained. - Drive CMDB data quality initiatives, audits, and reconciliation. - Process Improvement & Governance - Continuously improve ITSM processes using ITIL best practices. - Establish KPIs and dashboards for incidents, changes, and releases. - Conduct training and ensure IT teams follow defined workflows. - Develop and maintain IT operational policies and procedures. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). - 8–10+ years of experience in IT Service Management, including incident and change management. - Strong understanding of ITIL practices, including Incident, Change, Problem, Release, and Configuration Management. - Experience running major incidents in a fast-paced environment. - Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, etc.). - Familiarity with AWS, cloud services, CI/CD, DevOps, and infrastructure technologies. - Excellent leadership under pressure — calm, structured, decisive. - Strong analytical and problem-solving abilities. - Outstanding communication skills — written, verbal, and executive reporting. - Ability to prioritize in a high-stakes, dynamic environment. - Customer-focused mindset with operational excellence. Requirements - ITIL v4 Foundation or higher certification (preferred). - Experience with cloud-native and SaaS environments (preferred). - Strong communication skills and executive presence during critical incidents (preferred). - Ability to drive cross-team alignment and influence decisions (preferred). Benefits - Competitive Base Salary Range of $117,800-$189,000. - Annual Incentive Compensation Eligibility – Up to 10% annually. - Health Insurance: Comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC). - 100% Company Paid Insurances: Basic short-term and long-term disability insurance, as well as vision insurance. - Voluntary Insurance: Supplemental life insurance and enhanced short- and long-term disability coverage available. - Paid Maternity and Parental Leave: Company-paid maternity and parental leave. - LifeBalance Program: Discounts on outdoor activities, arts, health, and fitness. - Plum Benefits Discount Program: Access to exclusive discounts on shows, travel, car rentals, and more. - Tuition Reimbursement: Up to $5,000 annually in tuition reimbursement. - Transit Reimbursement: Support for all work-related travel. - Paid Time Off: 120 Hours of Paid Time Off and 56 hours of Sick Time annually. - Retirement Benefits: 401K plan with a 25% match on employee contributions.