Remote IT Helpdesk Specialist

About Nebius AI 

Launched in November 2023, the Nebius AI platform provides high-end infrastructure and tools for training, fine-tuning and inference. Based in Europe with a global footprint we aspire to become the leading AI cloud for AI practitonerts around the world.

Nebius is built around the talents of more than 500 highly skilled engineers with a proven track record in developing sophisticated cloud and ML solutions and designing cutting-edge hardware. This allows all the layers of the Nebius AI cloud – from hardware to UI – to be built in-house, clearly differentiating Nebius from the majority of specialized clouds: Nebius customers get a true hyperscaler-cloud experience tailored for AI practitioners.

As an NVIDIA preferred cloud service provider, Nebius offers the latest NVIDIA GPUs including H100, L40S, with H200 and Blackwell chips coming soon.

Nebius owns a data center in Finland, built from the ground up by the company’s R&D team. We are expanding our infrastructure and plan to add new colocation data centers in Europe and North America already this year, and to build several greenfield DCs in the near future.

Our Finnish data center is home to ISEG, the most powerful commercially available supercomputer in Europe and the 19th most powerful globally (Top 500 list, June 2024). It also epitomizes our commitment to sustainability, with energy efficiency levels significantly above the global average and an innovative system that recovers waste heat to warm 2,000 residential buildings in the nearby town of Mäntsälä.

Nebius is headquartered in Amsterdam, Netherlands, with R&D and commercial hubs across North America, Europe and Israel.

The role

We’re looking for a Remote IT Helpdesk specialist to join our team.

As a Remote IT Helpdesk specialist, you will play a vital role in providing comprehensive IT support across various time zones, primarily focusing on US time zone coverage. Your expertise in administering a broad range of IT systems, particularly those related to endpoints, will be crucial in supporting our diverse technical environment.

We are seeking an individual with strong knowledge of multi-technology stack environments who can deliver exceptional service in a remote, shift-based role.

You are welcome to work remotely from the US or Canada. 

Your responsibilities will include: 

• Providing expert-level support in analyzing, troubleshooting, resolving and documenting IT issues related to networking, hardware, software and other IT services.
• Serving as the first point of contact for all technical support requests, ensuring a brilliant service delivery experience for all employees, regardless of location.
• Escalating complex technical issues to the appropriate teams within the support portfolio when necessary.
• Offering skilled support to over 500 employees, predominantly Apple users, while maintaining cross-platform expertise (Linux, Windows, etc.).
• Setting up new workstations for new colleagues, ensuring all equipment and software are configured correctly.
• Participating in ongoing projects and initiatives aimed at continuous service improvement and innovation.
• Working within a flexible schedule to provide support during different hours, including evenings, weekends and holidays, as required by the business.

We expect you to have: 

• At least 3 years of experience in IT customer support, with a focus on service desk operations.
• Advanced troubleshooting skills in AV, Apple/iOS, Windows, Linux, Networking, Software and MDM (Intune).
• Proficiency in administering Office 365, Atlassian services, Slack, Zoom, Google Workplace and other common IT tools.
• Exceptional skills of creating and maintaining technical documentation and knowledge base articles.
• Experience with JIRA or other service management systems.
• A strong customer-first mindset, with the ability to address technical issues across the entire support portfolio.
• Ability to work independently, stay organized, and effectively prioritize a busy workload.
• Strong communication and collaboration skills to work effectively with cross-functional teams.

It will be an added bonus if you have: 

• Flexibility to work in shifts, including nights, weekends and holidays, to support our global workforce.
• Comfort and proficiency in working remotely, with a reliable home office setup or in office.

We’re growing and expanding our products every day. If you’re up to the challenge and are excited about AI and ML as much as we are, join us!