Support Desk Analyst

Our client provides specialized GPU cloud infrastructure designed to support AI development for startups and large enterprises. Its solutions address the complexity and cost of AI development by delivering high-performance, cost-effective infrastructure that enables rapid innovation, improved technical capabilities, and responsible resource utilization.

About the role

The Support Desk Analyst serves as a first- and second-line technical support resource for internal teams and external customers. This role manages technical issues across hardware, software, connectivity, and cloud infrastructure while ensuring timely resolution, accurate documentation, and appropriate escalation. The position is essential to maintaining operational continuity and delivering reliable support in a fast-paced AI infrastructure environment.

Responsibilities

• Manage incoming support requests through ticketing systems, email, and chat.
• Diagnose and resolve hardware, software, and cloud infrastructure issues.
• Accurately track, document, and update support tickets.
• Prioritize and escalate issues based on severity and business impact.
• Communicate professionally and effectively with users and stakeholders.
• Provide first-line support for connectivity, access, and configuration issues.
• Assist with account provisioning, permissions, and authentication.
• Support employee onboarding and offboarding processes.
• Document technical issues and resolutions to maintain and improve the knowledge base.
• Identify systemic issues and escalate recurring or high-impact problems.
• Contribute to support process improvements and automation opportunities.
• Participate in knowledge-sharing activities and technical training.
• Support the implementation of new support tools and platforms.
• Collaborate with IT, Infrastructure, and Engineering teams to resolve technical issues.
• Assist with incident response and service restoration activities.
• Maintain compliance with IT security and data protection standards.

Requirements

• 1–3 years of experience in technical support or customer-facing technical roles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Highly organized and detail-oriented.
• Reliable with a strong sense of ownership and accountability.
• Team-oriented with strong interpersonal and collaboration skills.
• Understanding of IT fundamentals, including networking, operating systems, and cloud concepts.
• Experience supporting Windows and/or macOS environments.
• Familiarity with ticketing systems and remote support tools.
• Basic knowledge of IT security and data protection practices.
• Experience troubleshooting VPN and remote access issues.

Nice-to-have qualifications

• Experience working in a startup or scale-up environment.
• Familiarity with cloud platforms such as AWS, GCP, or Azure.
• Exposure to GPU infrastructure or AI/ML environments.
• Knowledge of ITIL processes and service management practices.
• Relevant certifications such as CompTIA A+ or Security+.
• Experience supporting technical, engineering, or infrastructure teams.