Support Desk Analyst

Support Desk Analyst

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.

About The Role

Nscale is seeking a Support Desk Analyst to provide first and second-line technical support to both internal teams and external customers.

This role serves as the frontline of our support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. You will play a critical role in maintaining operational continuity and delivering a high-quality support experience in a fast-paced, high-growth AI infrastructure environment.

What You'll Be Doing

• 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.

Key Performance Indicators

• First response time
• Ticket resolution time
• Customer satisfaction (CSAT)
• Ticket backlog management
• Escalation accuracy and efficiency
• Knowledge base contribution and documentation quality

About You

• 13 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.

Technical Knowledge

• 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.

Nice to Have

• 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.

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• Highly competitive package (base + equity) with reviews every 12 months.
• Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI.
• Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support.

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there's anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.

The range below reflects the base salary for the position. Actual compensation may vary based on job-related factors such as skill set, experience, education, and location. In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs. Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.

Salary Range

$40,000 - $80,000 USD