Support Desk Analyst
Nscale is a London-based, full-stack AI cloud and infrastructure company that provides GPU compute, managed AI services, orchestration software, data centers, and power infrastructure for AI training, fine-tuning, and inference.
Funding history
About Nscale
Nscale builds and operates vertically integrated AI infrastructure spanning software, GPU compute, networking, storage, purpose-built data centers, and power. Its active cloud platform offers self-service inference endpoints, fine-tuning, managed Kubernetes and Slurm, virtual machines, and GPU clusters.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide first- and second-line technical support for internal users and external customers. You will diagnose hardware, software, connectivity, access, and cloud-infrastructure issues; manage tickets and escalations; support account provisioning and onboarding; maintain documentation; assist with incidents; and improve support processes and automation.
Requirements
- 1–3 years of experience in technical support, help desk, or a customer-facing technical role
- Troubleshooting and analytical problem-solving skills
- Written and verbal communication skills
- Knowledge of IT fundamentals, including networking, operating systems, and cloud concepts
- Experience supporting Windows or macOS environments
- Familiarity with ticketing systems and remote-support tools
- Knowledge of IT security and data-protection principles
- Experience with VPN technologies and remote-access troubleshooting
Responsibilities
- Handle support requests through ticketing systems, email, and chat
- Diagnose and resolve hardware, software, and cloud-infrastructure issues
- Log, track, and update support tickets
- Prioritize and escalate issues based on severity and impact
- Provide support for connectivity, access, configuration, authentication, and permissions
- Support onboarding and offboarding, including device and access setup
- Document issues, resolutions, and recurring patterns in the knowledge base
- Escalate systemic and recurring issues to engineering or infrastructure teams
- Improve support processes, workflows, and automation
- Support new tools, systems, and support platforms
- Assist with incident response and service restoration
- Maintain alignment with IT security and data-protection standards
Benefits
- Equity
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible paid time off
- Parental leave
- Retirement plan participation
