[Remote] Support Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Nscale is a GPU cloud provider engineered for AI, offering high-performance infrastructure for AI-focused companies. They are seeking a Support Desk Analyst to deliver first and second-line technical support, ensuring timely resolution of issues and maintaining high service standards in a fast-paced 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

• Highly competitive package (base + equity) with reviews every 12 months
• Dynamic progression plan tailored to your ambitions
• Human-First Flexibility: We treat you as humans first
• Flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments
• Join our thriving remote-first team
• 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