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Nebius · 1 month ago

Help Desk Technician (Tier 1)

United States

Full-time

Hybrid

Mid Level

4+ years exp

Nebius is leading a new era in cloud computing to serve the global AI economy. They are seeking a reliable, tech-savvy, and customer-focused Tier 1 Service Desk Technician to provide first-level support for end-user IT issues, including hardware, software, and basic networking problems.

AI InfrastructureCloud InfrastructureGPUIaaSPaaS

Growth Opportunities

Responsibilities

Serve as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email

Log, categorize, and prioritize all incoming support requests in the IT ticketing system

Analyze, troubleshoot, resolve and document a broad scope of hardware, software, and peripheral issues (e.g., printers, monitors, network)

Assist with user account creation, password resets, and access permissions in Active Directory and other enterprise systems

Install, configure, and maintain desktop/laptop computers, mobile devices, and software applications

Escalate complex or unresolved issues to Tier 2/3 support in a timely manner

Maintain and update asset inventory records

Facilitate and support seamless onboarding and off-boarding processes, including workstation setup, re-imaging and return

Follow standard procedures for proper escalation and ticket closure

Provide excellent customer service by ensuring timely and clear communication with end users

Extensively document actions taken and suggested resolutions in detail

Actively contribute to IT knowledge base

Assist with regular IT maintenance tasks, such as software updates and hardware checks (for both user endpoints and office infrastructure)

Ensure compliance with company IT policies and procedures

Qualification

Advanced troubleshootingMicrosoft AzureMicrosoft 365Service management systemsCustomer serviceTechnical documentationOrganizational skillsCollaboration

Required

An IT customer support background with 4+ years of service desk technical experience

Advanced troubleshooting skills in AV systems, Microsoft Azure, Microsoft 365 (including Office 365), networking, software and MDM administration, along with experience managing enterprise applications such as Slack, Jira, Zoom, and similar tools

Technical documentation and knowledge base (KB) writing skills

Hands-on experience with Jira or comparable service management systems

A customer-first mindset, prioritizing employee satisfaction and support quality

The ability to independently resolve technical issues across the support portfolio

Strong organizational skills with the capacity to effectively prioritize and manage a busy workload

A collaborative spirit, working seamlessly with cross-functional team members to meet employee needs and achieve company goals

Preferred

Exhaust all possible scenarios within their access level when attempting to resolve an issue

Proactively seek feedback from peers, mentors, and leaders

Exhibits prideful ownership of work and proactively champions the needs of the team, users, and projects

Contribute to continuous service improvement by participating in projects and driving operational enhancements

Build meaningful and fruitful relationships within the team and cross functionally

Fearlessly seek improvement personally, within processes, and within the team's culture

Benefits

Competitive salary and comprehensive benefits package.

Opportunities for professional growth within Nebius.

Flexible working arrangements.

A dynamic and collaborative work environment that values initiative and innovation.

Company

Nebius

The Nebius AI Cloud brings powerful full-stack infrastructure for AI developers and practitioners across startups, enterprises and science institutes to build and deploy generative AI applications and rapidly deliver scientific breakthroughs by training and running ML models within a secure, high-performance, and cost-optimized cloud environment.

Founded in 2022

Amsterdam, Noord-Holland, NLD

501-1000 employees