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

• Own and maintain the enterprise technology vision and long-term roadmap for CAPPS systems, data, and platforms to ensure alignment with business goals as the CAPPS application service provider. • Develop, maintain, and enforce guidelines and standards for solution design, integration patterns, security, cloud usage, and technical best practices. • Review and validate proposed solutions to ensure architectural fit within the enterprise ecosystem, minimizing duplication and unnecessary complexity. • Provide architectural leadership for digital transformation, cloud migrations, system modernization, and large-scale projects as directed by CAPPS leadership. • Collaborate with the Managed Services vendor to identify and mitigate architectural risks, including scalability constraints, integration weaknesses, and legacy system limitations. • Work closely with functional analysts, solution architects, developers, security teams, and business stakeholders to ensure a cohesive, integrated architectural approach. • Lead the CAPPS Technology Operations section, setting a clear vision, priorities, and performance expectations for the team. • Serve as the primary escalation point for complex technical issues affecting the CAPPS environment. • Prioritize work to ensure that mission-critical and high-impact initiatives are completed first. • Drive change and innovation across the CAPPS technology landscape, championing continuous improvement and modernization. • Delegate work effectively to build staff capabilities and improve service quality. • Oversee and/or assist with troubleshooting technical issues related to the CAPPS software application and supporting infrastructure, including participation in testing activities as appropriate. • Oversee and/or assist with communicating technical requirements to functional and technical staff, including setting clear expectations, timelines, and deliverable definitions for direct reports. • Coordinate all technical activities for CAPPS between the CAPPS Technology Operations team and internal stakeholders, external CAPPS customers, and contracted vendors (e.g., enterprise IT, information security, CAPPS agencies and hubs, managed services providers, and software vendors). • Lead and/or assist with special projects as assigned. • Prepare and deliver regular status and productivity reports for management review, and ad hoc reports as requested. • Ensure all digital products and content related to CAPPS meet WCAG 2.1 accessibility standards. • Maintain perceivable, operable, understandable, and robust digital experiences for all users. • Regularly review content, interfaces, and workflows for accessibility compliance and coordinate remediation when issues are identified. • Assist with contract management oversight responsibilities associated with the CAPPS Program. • Participate in annual IT control audits related to CAPPS Central applications, providing technical evidence, clarifications, and remediation plans as needed. • Ensure contract-related data security, user permissions, audit trails, and compliance with organizational and regulatory standards. • Perform technical reviews of contract templates, metadata structures, workflows, and automation rules to ensure technical accuracy and usability. • Collaborate with contract management and fiscal stakeholders to identify gaps and optimize technical aspects of contract processes. • Oversee and/or assist with technical oversight of SLAs, system monitoring, environment analysis, hardware/software evaluation, network troubleshooting, migration paths, coding standards, security standards, compare reports, application change management, and batch scheduling. • Maintain comprehensive documentation of architecture, configurations, integrations, and change management for CAPPS. • Support reporting and analytics for contract-related KPIs, compliance metrics, and lifecycle performance. • Review and recommend approval for assigned technical deliverables related to: CAPPS Architecture CAPPS System Development Lifecycle (SDLC) Disaster Recovery and Business Continuity CAPPS Security Plans (SSP) Other technology plans related to current and future CAPPS applications. • Plan and coordinate technical upgrades (e.g., PeopleSoft images, Fluid deployment, PeopleTools upgrades, and other software publisher releases). • Serve as a technical advisor during procurement cycles for products and services associated with the CAPPS Program, including: Market research on products and services Planning and technical input to acquisition strategies Drafting and reviewing technical specifications and solicitation documents Providing technical evaluation criteria input Advising evaluation and negotiation teams on technical considerations • Manage and oversee the CAPPS Service Desk platform (e.g., BOSSDesk), including design, configuration, testing, and ongoing software administration. • Ensure service desk processes and tools effectively support incident, request, problem, and change management for CAPPS. • Other duties as assigned.