ABOUT THE ROLE

Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach $100 million of revenue in 2024, a cumulative average growth rate of over 1000% in just under 4 years. Our mission now is to harness the power of technology to develop a direct-to-consumer approach and enhance customer lifetime value.

As part of Technology Innovations Department, you'll work in a Agile, and tech-startup environment inspired by Unicorn worthy culture.

We are seeking an experienced IT Support Specialist to oversee our IT support and office admin operations and ensure the 24/7 excellence of our cloud-based software systems. Reporting to the Line Manager and collaborating closely with the CEO/HR admin team to provide services to the whole company, you will be a member of 4 IT Support Specialists responsible for monitoring system health, troubleshooting issues, and providing first-level support to internal and external users. This role is critical in maintaining the robustness of our systems and supporting the productivity of our team in a dynamic, agile environment.

WHAT YOU WILL DO

• Support Operations: Ensure efficient handling of first-level support requests via communication channels such as Slack and phone, escalating complex issues to the technical team.
• System Monitoring: Oversee active monitoring of system dashboards, alerts, and infrastructure boards on platforms like Grafana and AWS to proactively identify and address issues.
• After-Hours Coordination: Organize and participate in rotation schedules for after-hours system monitoring to guarantee continuous platform operation.
• Documentation: Maintain comprehensive documentation of support activities, resolutions, and preventive measures to build a robust knowledge base.
• Software Support: Oversee support for office software and applications, manage user access, and ensure optimal usage practices.
• Infrastructure Management: Maintain the reliability and security of office network infrastructure, including Wi-Fi, routers, switches, and hardware like printers, laptops, and TVs.

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years in IT support roles.
• Technical Skills: Knowledge with system monitoring tools (e.g., Grafana, AWS CloudWatch) and network infrastructure management.
• Communication: Good verbal and written communication skills in English, capable of conveying technical information to non-technical stakeholders.
• Flexibility: Willingness to work flexible hours, including nights, weekends, and holidays, to support 24/7 operations.
• Cloud Experience: Knowledge with AWS, Azure, or Google Cloud services

We're not just about building platforms; we're about creating a workplace where talent thrives. Here's what you'll gain:

Exceptional Compensation

• Up to 30 months of salary per year through competitive salary packages and performance-based bonuses.
• Total Annual income up to $18,000, reflecting your expertise and contribution.

Growth Opportunities

• Hands-on exposure to cutting-edge technologies and complex system architecture in a global-scale project.
• Clear career advancement pathways and access to continuous professional development programs.