In this role the candidate will join a committed international team and have a unique opportunity to shape the exciting new frontiers of transaction processing on the BSV blockchain and the development of a pioneering blockchain-as-a-service ecosystem.

Role and Responsibilities

• Providing 1st level technical support to resolve issues or requests via Jira ticketing tool and other communication solutions (e.g chat, self-service portal, telegram, etc).
• Providing basic monitoring of Infrastructure and perform basic analysis.
• Assessing the ticket priority properly and escalate unresolved tickets to the next level supports to ensure tickets being resolved in a timely manner within the agreed SLA.
• Collaborating with internal Engineers, business teams on more complex errors, requests, as well as engaging vendors/suppliers to provider best-in-class customer service, problem resolution.
• Documenting solutions in knowledge base, keeping them up to date, and sharing knowledge with team members.
• Analyzing the incident ticket trends, creating problem ticket and changes when necessary.
• Recommending procedure modification or service management improvements.
• Focusing on high quality of services to achieve customer satisfaction
• Ready to take up new challenges and go extra mile at work
• Performing other adhoc tasks assigned by the manager

Qualifications and Education Requirements

• A Bachelor’s degree is desirable and you have 2-3 years’ experience, ideally in an international company, as IT Service Delivery Specialist, Supervisor or similar IT service support role
• This role is permanent fully remote work
• You bring solid IT knowledge with hands-on attitude on Incident and Problem
• You have excellent English communication skills both written and oral.
• You are proactive, self-motivated, can work under pressure in a fast paced and highly technical environment
• You are willing to render rotating shifts of 24*7 support model
• Blockchain experience a plus, or passionate about blockchain technology