IT Support Specialist

Bengaluru / Manila / Kuala Lumpur
IT Ops /
Permanent /
Remote
Join us on a mission to save the planet!

Reversing the impact of climate change is one of the world’s biggest challenges. And businesses have a responsibility to lead the way. While individual consumer choices are important, over 80% of all the emissions reductions necessary for the world to reach Net-Zero, require business-level action. But despite the growing momentum and ambition from companies around the world to set Net-Zero goals, there are significant challenges to delivering on these ambitions. Business leaders don’t really know how they will get there. And the very first step, of getting emissions measurement right, is hard.

Terrascope is a smart carbon management and accounting platform that empowers corporations to decarbonise their operations, portfolios and supply chains in a trusted, confident, and secure manner. We are on a journey to build digital tools and analytics, datasets and algorithms, and an ecosystem of technical expertise and partnerships needed for companies to optimize their climate strategy

Terrascope is backed by one of the world’s largest food and agri companies and global leader in climate action and sustainability. With their significant strategic advantage and secure funding, the venture is uniquely positioned to drive profit with purpose; driving decarbonization in supply chains while generating outsized financial returns.

We are looking for an IT Support Specialist to join our team.

Key Responsibilities:

    • 70% internal IT Technical Support: Provide day-to-day IT support for employees, resolving hardware, software, and network issues promptly.
    • System Setup & Maintenance: Set up laptops, desktops, and other devices for new hires and maintain existing systems for optimal performance.
    • Office Infrastructure: Manage IT equipment, video conferencing, printer, and networking solutions for in-person office (Singapore), ensuring smooth connectivity and availability of resources.
    • Remote Support: Assist remote employees with VPN access, cloud tools, and collaboration platforms such as Zoom, Slack, and Google Workspace.
    • Cybersecurity: Ensure all systems adhere to company security protocols, including antivirus, software updates, and secure password policies.
    • Compliance Management: Oversee compliance management using Vanta to ensure the organization meets and maintains certifications such as SOC 2, ISO 27001. Continuously monitor security controls, enforce company policies, and uphold security standards to safeguard sensitive data and maintain regulatory compliance across all departments."
    • Software Management: Oversee license renewals, software updates, and subscriptions for all essential tools.
    • Inventory Management: Track and manage IT equipment inventory, including laptops, peripherals, and other hardware.
    • Vendor Coordination: Liaise with external vendors for hardware procurement, repairs, and offboard asset co-ordination and other IT-related services.
    • Process Documentation: Create and maintain IT support documentation, including FAQs and troubleshooting guides.

    • 30% external customer support : Responsible for providing a world-class customer support for our SaaS platform by implementing and optimising metric-driven policies, procedures, and quality standards.
    • Be a key partner to product management and development teams, collaborating with engineering to resolve core product issues, and operations teams to ensure implementation and customer follow ups
    • Serve as the top-line critical issue point for high priority support cases include overall triage and management and coordinate appropriate resources to achieve issue resolution 
    • Monitoring trends in support requests in order to identify and characterise emerging bugs and general customer pain points

To be successful, you need to have the following experiences:

    • Proven experience of at least 4 years in IT helpdesk or a similar role, preferably in a startup environment.
    • Strong knowledge of macOS, Windows, and Linux operating systems.
    • Familiarity with technical trouble-shooting for collaboration tools like Google Workspace, Slack, and Zoom.
    • Basic understanding of networking concepts and protocols (Wi-Fi, VPN, firewalls, IP addressing, subnetting).
    • Experience with device management tools (e.g., MDM solutions).
    • Experience with live chat, web form, API, and email ticket channels
    • Familiarity with ticketing systems for IT support (ideally Linear).
    • Experience in supporting cloud-based tools and SaaS platforms.
    • Knowledge of cybersecurity best practices.

In addition, you need to possess these attributes:

    • Solid communication and problem-solving skills with strong customer orientation.
    • Dedicated to championing the customer problem until resolution.
    • Ability to prioritize and multitask in a fast-paced environment.
    • Excellent time leadership skills and a strong sense of urgency.
    • Flexibility to handle critical cases after hours as needed.
    • Basic scripting or automation skills for IT processes.
We're committed to creating an inclusive environment for our strong and diverse team. We value diversity and foster a community where everyone can be his or her authentic self.