Note: The job is a remote job and is open to candidates in USA. Nscale is a GPU cloud company focused on AI infrastructure, providing high-performance solutions for AI start-ups and enterprises. The Support Desk Analyst will deliver first and second-line technical support, ensuring timely issue resolution and maintaining high service standards in a dynamic environment.
Responsibilities
- Handle incoming support requests via ticketing systems, email, and chat channels
- Diagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues
- Log, track, and maintain accurate updates on all support tickets
- Prioritize and escalate issues appropriately based on severity and impact
- Maintain professional, clear, and courteous communication with users and stakeholders
- Provide first-line technical support for connectivity, access, and configuration issues
- Assist with account provisioning, permissions management, and authentication support
- Support onboarding and offboarding processes, including device and access setup
- Document issues, resolutions, and recurring patterns to build and maintain a knowledge base
- Identify systemic issues and escalate recurring problems to engineering or infrastructure teams
- Contribute to continuous improvement of support processes and workflows
- Identify opportunities for automation of repetitive support tasks
- Participate in knowledge-sharing sessions and internal training initiatives
- Support implementation of new tools, systems, and support platforms
- Collaborate closely with Internal IT, Infrastructure, and Platform Engineering teams
- Support incident response efforts and assist in restoring service during outages
- Ensure alignment with IT security and data protection standards
Skills
- 1–3 years of experience in technical support, help desk, or a customer-facing technical role
- Strong troubleshooting and analytical problem-solving skills
- Excellent written and verbal communication skills
- Ability to prioritize effectively in a fast-paced, high-growth environment
- Organized, disciplined, and detail-oriented approach to work
- Reliable and methodical with strong ownership mindset
- Collaborative team player with strong interpersonal skills
- Solid understanding of IT fundamentals (networking, operating systems, cloud concepts)
- Experience supporting Windows and/or macOS environments
- Familiarity with ticketing systems and remote support tools
- Basic understanding of IT security and data protection principles
- Experience with VPN technologies and remote access troubleshooting
- Experience in a startup or scale-up environment
- Familiarity with cloud platforms (AWS, GCP, Azure)
- Exposure to GPU infrastructure or AI/ML environments
- Understanding of IT Service Management (ITIL) processes
- Relevant certifications (CompTIA A+, Security+, or similar)
- Experience supporting technical or engineering teams
Benefits
- Bonus, equity, and/or commission programs
- Competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation
Company Overview