Support Desk Analyst
New
N
NscaleAI Infrastructure
Location: USFull-TimeMiddle
Salary40,000 - 80,000 USD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- Cloud ComputingNetworkingTroubleshootingTechnical support
Requirements
- 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.
- 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.
- Experience with VPN technologies and remote access troubleshooting.
- Ability to prioritize effectively in a fast-paced, high-growth environment.
- Organized, disciplined, and detail-oriented approach to work.
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.
- 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.
- Collaborate closely with Internal IT, Infrastructure, and Platform Engineering teams.
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