Support Desk Analyst

About Our Client:

The organization operates within the AI infrastructure industry, providing GPU cloud services engineered specifically for AI applications. Its platform addresses the complexity and cost of AI development by delivering high-performance, cost-effective infrastructure that supports rapid innovation, strategic business outcomes, and environmental responsibility. The organization serves both AI startups and large enterprise customers.

About the Opportunity:

The Support Desk Analyst provides first- and second-line technical support to internal teams and external customers. This role is responsible for resolving technical issues, maintaining service quality, and supporting operational continuity in a fast-paced AI infrastructure environment. The position contributes to a high-quality support experience while collaborating closely with Internal IT, Infrastructure, and Engineering teams.

Responsibilities:

• • Handle incoming support requests through ticketing systems, email, and chat.
• • Diagnose and resolve hardware, software, and cloud infrastructure issues.
• • Accurately log, document, and update support tickets.
• • Prioritize and escalate issues based on severity, impact, and established procedures.
• • Communicate professionally and clearly with users and stakeholders.
• • Provide first-line support for connectivity, access, and configuration issues.
• • Assist with account provisioning and authentication support.
• • Support employee onboarding and offboarding processes.
• • Document technical issues and resolutions to maintain and improve the knowledge base.
• • Identify systemic issues and escalate them to appropriate technical teams.
• • Contribute to improvements in support processes, workflows, and service delivery.
• • Identify opportunities to automate repetitive support tasks.
• • Participate in knowledge-sharing and training activities.
• • Support the implementation and adoption of new tools and platforms.
• • Collaborate with Internal IT, Infrastructure, and Engineering teams to resolve technical issues.
• • Assist with incident response and service restoration activities.
• • Ensure support activities comply with IT security and data protection standards.

Requirements:

• • 1–3 years of experience in technical support or a related IT role.
• • Strong troubleshooting, analytical, and problem-solving skills.
• • Excellent written and verbal communication skills.
• • Ability to prioritize effectively in a fast-paced environment.
• • Organized and detail-oriented approach to work.
• • Reliable, accountable, and committed to taking ownership of issues.
• • Strong collaborative and team-oriented approach.
• • 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 principles.
• • Experience with VPN technologies.

Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.