Helpdesk Technician Tier 1

About Nebius

Nebius is pioneering the next generation of cloud infrastructure tailored for the global AI economy. We develop a comprehensive AI cloud platform that assists developers and corporations through every stage from data management and model training to deployment, eliminating the complexity and expense of building large-scale AI/ML infrastructure internally.

Our platform is engineered by experts for experts, addressing complex challenges across computing, storage, networking, and AI application optimization. Listed publicly on Nasdaq (NBIS) and headquartered in Amsterdam, Nebius supports a worldwide workforce with research and development centers in Europe, the UK, North America, and Israel. Our team comprises over 1,500 professionals, including numerous engineers specialized in hardware, software, and AI research and development.

Role Overview

We are looking for a dependable, technically knowledgeable, and customer-oriented Tier 1 Help Desk Technician to join our IT department. This role delivers first-level support addressing end-user hardware, software, and fundamental networking issues. The position is fully remote within Singapore.

Key Responsibilities

• Act as the primary contact for technical support requests via various channels such as in-person, messaging, tickets, and email.
• Accurately log, categorize, and prioritize all support inquiries within the IT ticketing platform.
• Diagnose, troubleshoot, and resolve a broad range of hardware, software, and peripheral problems, including printers, monitors, and network devices.
• Manage user accounts, including setup, password resets, and access rights through Active Directory and other enterprise platforms.
• Install, configure, and upkeep desktop/laptop computers, mobile devices, and associated software.
• Promptly escalate complex or unresolved issues to higher-level support tiers (Tier 2/3).
• Maintain accurate records of IT assets and inventory.
• Support onboarding and offboarding workflows, including workstation preparation, re-imaging, and equipment returns.
• Follow established protocols for escalation and timely ticket closure.
• Deliver excellent customer service by maintaining clear, timely communications with end users.
• Document all actions taken and resolutions thoroughly in the knowledge base.
• Contribute actively to the IT knowledge repository and assist with routine IT maintenance such as software updates and hardware inspections.
• Ensure adherence to company IT policies and procedures.

Desirable Attributes

• Exhaust all available solutions within access permissions before escalation.
• Regularly seek feedback from colleagues and managers to enhance performance.
• Demonstrate ownership and proactively advocate for team, user, and project needs.
• Engage in continuous improvement initiatives and operational projects.
• Develop productive relationships within cross-functional teams.
• Assertively pursue personal, procedural, and cultural improvements within the team.

Required Qualifications and Experience

• At least 4 years of experience providing technical support in an IT service desk environment.
• Advanced troubleshooting capabilities focused on AV systems, Microsoft Azure, Microsoft 365 (including Office 365), networking, software, and mobile device management.
• Experience managing enterprise platforms such as Slack, Jira, Zoom, and similar applications.
• Proficiency in creating technical documentation and knowledge base content.
• Hands-on experience with Jira or equivalent service management software.
• A customer-centric approach prioritizing high employee satisfaction and support quality.
• Ability to independently resolve technical issues within the supported technology portfolio.
• Strong organizational skills to prioritize demanding workloads efficiently.
• A team-oriented mindset fostering collaboration to meet employee requirements and company objectives.

Benefits & Perks

• Competitive salary package.
• Opportunities for career development and ongoing learning.
• Flexible work arrangements encouraging autonomy.
• A culture that values collaboration and innovation.
• Chance to contribute to significant AI projects with global impact.
• Diverse, international workplace with talented professionals.

Work Culture

Working at Nebius means being part of a fast-paced environment where innovative thinking, continuous development, meaningful contributions, trust, and ownership shape the future of artificial intelligence technology.

Equal Opportunity Employment

Nebius is committed to equal employment opportunity and fosters an inclusive, diverse work environment. Hiring and employment decisions are made without regard to race, color, religion, gender, pregnancy status, nationality, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, or other protected characteristics.

Candidates must have authorization to work in the location where they apply and will need to verify eligibility before employment.

If you require accommodations during the application process, please notify us.