Helpdesk Engineer in Fusemachines

Fusemachines is a leading AI strategy, talent, and education services, provider. Founded by Sameer Maskey Ph.D., Adjunct Associate Professor at Columbia University, Fusemachines has a core mission of democratizing AI. With a presence in 4 countries (Nepal, the United States, Canada, and the Dominican Republic and more than 250 full-time employees) Fusemachines seeks to bring its global expertise in AI to transform companies around the world.

Job Description: We are looking for a Helpdesk Engineer to provide Level 2 support for our proprietary software (primarily MEMRI, Smart System), with an expectation that after an initial onboarding and training period, this candidate would be able to accept escalations from Level 1 support teams. The candidate will also engage in other areas, such as onboarding new hires (both internal and external), Fusemachines account management (provisioning, password resets, VPN connections, etc.), and providing field interviewers with app and device support for tablets and phones. It is expected that the candidate would grow in the role and will be willing to learn new technologies and concepts in an evolving landscape.

As the Helpdesk Engineer, you will have following key accountabilities:

• Monitor the system and performance notifications to proactively address problems.
• Provide prompt technical support to customer base on a variety of issues by responding to telephone calls, emails and “in-office” requests. Log all requests in the corresponding ticketing system (Jira, Jitbit, Salesforce) and escalate, as necessary
• As part of the DevOps team troubleshoot, upgrade, monitor, and diagnose application and system problems to ensure business continuity
• Maintain up-to-date documentation of systems
• Perform all other duties and tasks as assigned

Preferred Skills and Experience

• Azure and AWS experience: 2 years (Preferred)
• Extensive mobile device experience (Android phones and tablets): 2 years (Preferred)
• Windows 10/11/MacOS administration/troubleshooting: 5 years (Preferred)
• Citrix Administration (preferred)
• Microsoft PowerApps administration (Preferred)
• Active Directory- Group policy, users and computers, DNS, DHCP: 5 years (Preferred)
• Security experience—proxies, firewalls: 2 years (Preferred)
• Strong general operational knowledge of Server Support and Network Infrastructure: 5 years (Preferred)
• Respectful of confidential client and organization information and intellectual property
• Ability to prioritize multiple requests while exceeding customer expectations
• Works productively and collaboratively in a team environment
• Strong attention to detail