About GraphcoreGraphcore is one of the world’s leading innovators in Artificial Intelligence compute. It is developing hardware, software and systems infrastructure that will unlock the next generation of AI breakthroughs and power the widespread adoption of AI solutions across every industry. As part of the SoftBank Group, Graphcore is a member of an elite family of companies responsible for some of the world’s most transformative technologies. Together, they share a bold vision: to enable Artificial Super Intelligence and ensure its benefits are accessible to everyone. Graphcore’s teams are drawn from diverse backgrounds and bring a broad range of skills and perspectives. A melting pot of AI research specialists, silicon designers, software engineers and systems architects, Graphcore enjoys a culture of continuous learning and constant innovation. Job SummaryWe are looking for a versatile Desktop & Engineering Support Engineer to be the main IT contact in our Taipei office. This role involves hands-on support for Windows, macOS, and Linux systems. It offers an outstanding mix of daily desktop support and close work with engineering teams to resolve issues and improve workflows. The ideal candidate will have extensive technical knowledge, strong problem-solving abilities, and the independence to handle both general IT tasks and engineering-specific needs. The TeamYou’ll be joining a multidisciplinary team with outstanding technical skills and a very encouraging culture. We work closely together and regularly share knowledge, ensuring that your contributions will have a direct impact on our business. It’s an exciting and pivotal moment for us right now, with plenty of new projects ahead. If you're looking to solve interesting problems and see your work deliver real-world results, this is the team for you. Responsibilities and Duties - Serve as the main IT liaison for the region, delivering hands-on assistance across Windows, macOS, and Linux desktops and laptops - Deliver day-to-day desktop support, including hardware setup, software installation, patching, and troubleshooting - Diagnose and resolve complex technical issues across operating systems, networks, and applications - Work together with engineering groups to troubleshoot, improve, and document development workflows and toolchains - Support specialized engineering software, compilers, IDEs, and version control systems, ensuring reliable operation - Manage user accounts, access, and permissions across corporate systems - Proactively monitor system health, apply updates, and ensure endpoint security compliance - Advance issues to global IT or vendor support where necessary, ensuring timely resolution - Train and support end-users on IT guidelines and new tools - Contribute to continuous improvement by identifying recurring issues and recommending long-term solutions Candidate ProfileEssential: Technical Skills - Proficiency in operating systems: Windows (11), macOS, Linux - Desktop/laptop hardware troubleshooting, peripheral setup, printers, monitors, docking stations - Networking fundamentals: TCP/IP, DHCP, DNS, Wi-Fi troubleshooting, VPN support - Application support: Microsoft 365 suite, collaboration tools (Zoom, Slack) - Active Directory & user management: Password resets, group policy basics, and user account administration - Security awareness: Antivirus, encryption, and multi-factor authentication support - Familiarity with cloud services (AWS, Oracle) - Experience partnering with engineering teams to identify issues and refine workflows - Proven ability to implement and manage change requests - Datacentre/comms room management - Essential travel between office and 3rd party factory locations to support on-site infrastructure - Experience as smart hands for remote functional teams Soft Skills - Strong communication skills to explain technical issues to both technical and non-technical users - Ability to prioritize and manage multiple tickets under pressure - Problem-solving and analytical thinking for root cause analysis - Collaboration with cross-functional teams Desirable - Microsoft certified (cloud/server/client) - Experience with imaging & deployment tools (SCCM or others) - Understanding of remote deployment tools (Ansible, Puppet) - Network infrastructure configuration/management (Switches/Firewalls/Routers) - Microsoft AD administration - Experience with network storage technologies - Experience with VCS - Proficiency in documentation and issue-tracking software suites We welcome people of different backgrounds and experiences; we’re committed to building an inclusive work environment that makes Graphcore a great home for everyone. We offer an equal opportunity process and understand that there are visible and invisible differences in all of us. We can provide a flexible approach to interview and encourage you to chat to us if you require any reasonable adjustments.

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) • Validate and clarify the issue reported • Answer how-to questions • Fix end-user issues that are resolvable through the Canvas user interface • Replicate, troubleshoot, and describe simple bugs • Keep thorough, clear, and complete records in the ticketing system of all actions taken • Escalate tickets not resolvable at the L1 level to the L2 Support team • Be friendly, efficient, and dependable, and always provide timely updates to users • When assigned, create documentation of Support processes • Perform other duties as assigned by supervisor

• Taking ownership of reported issues and ensuring their resolution from start to finish • Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems • Replicating reported issues and writing detailed bug reports • Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base • Handling crises in the event of feature failures or application downtime • Participating in an on-call rotation and leading production incidents • Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries • Driving cross-team initiatives that have area-wide impact beyond your immediate team • Taking responsibility for technical designs of new services and tools • Identifying gaps in issues and processes, bringing data-driven solutions to the table • Optimising and automating repetitive tasks • Gathering feature requests and making them visible to correct stakeholders for planning • Actively participating in the hiring pipeline and referring candidates

Role Description LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: - Document all activities, projects, and tickets daily in the ticketing system. - Handoff and document in-progress tickets before the end of each shift. - Monitor ticket gateway and designated queues. - Escalate issues according to IT Glue documentation. - Resolve escalations from Level I team as assigned. - Create or update IT Glue articles with new customer findings. - Assist with ISP and vendor calls for downed services. - Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). - Travel up to 25–50% when assigned. Expectations: - Maintain established SLA requirements for calls and tickets. - Maintain customer satisfaction (CSAT) scores as defined by manager. - Submit weekly timesheets by end of shift Friday. - Work and document established billable hours each week. - Be available for on-call weeks and during company-wide outage responses. - Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: - Ticketing software: Incident management and time tracking. - Remote support: Running scripts and pushing approved actions. - Active Directory: Strong knowledge of domain controllers, group policy, and security groups. - Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. - Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. - Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. - Strong knowledge of AzureAD and Microsoft 365. - Microsoft Servers and network equipment: Installation, troubleshooting, and training. - Proficiency with central repository for project documentation. - Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. - Software as assigned. Physical Requirements: - Ability to handle equipment, talk, hear, read, write, and interpret documents. - Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Benefits - 9 paid holidays; 6 mandated holidays, 3 floating holidays - 401K Retirement with matching contributions - Excellent medical, vision, and dental insurance - Life insurance and disability insurance - Unlimited weeks PTO - Eligible for PTO, 401k, benefits, you are a full-time employee Company Description LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.