Support Desk Analyst

About the OpportunityThe company provides GPU cloud infrastructure engineered for AI. It offers cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. This infrastructure enables AI-focused companies to achieve superior results by reducing the complexity of AI development. The GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. The organization thrives 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. Team members contribute to building the technology that powers the future. About The RoleThe company 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 the support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. The individual 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 DoingHandle 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 IndicatorsFirst response timeTicket resolution timeCustomer satisfaction (CSAT)Ticket backlog managementEscalation accuracy and efficiencyKnowledge base contribution and documentation quality About You1–3 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. Technical KnowledgeSolid 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. Preferred QualificationsExperience 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 YouTeam members will find a collaborative, supportive, and innovative environment where contributions spark real impact. The organization is building something extraordinary, and individuals are invited to be at the core.Highly competitive package (base + equity) with reviews every 12 months.Opportunity to join a fast-growing tech startup, with a chance to push boundaries, collaborate with brilliant minds, and make a mark on cutting-edge AI.Expect a dynamic progression plan tailored to ambitions. Grow by trying new things, leading, challenging the status quo, and owning impact, always with full support. Equal Opportunities StatementApplications are strongly encouraged 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 that can be done to accommodate a specific situation, please let the team 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 salary range 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. The organization 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