Service Desk Engineer
About the Role
We're hiring a Service Desk Engineer to provide high-quality technology support for our global Nscale employee base, from our San Francisco office. This is a hands-on role focused on employee support, device provisioning, onboarding and offboarding, workplace technology and regional service delivery. You'll be the frontline for technology issues, resolving problems directly where possible and coordinating escalations to specialist teams.
This is not a pure queue role. Around a third of your time will go to improvement work you own yourself: automation, tooling and knowledge management projects, align with partner teams, and drive through to delivery with minimal direction. We're looking for someone who spots the problem, picks it up, and finishes it.
What You'll Be Doing
IT Support and Service Delivery
- Provide remote and in-person support across hardware, software, connectivity and access issues.
- Manage incidents and service requests through our ITSM platform, meeting agreed service levels.
- Resolve Level 1 and Level 2 issues and escalate complex platform, infrastructure or security problems.
- Take ownership of issues through to resolution and keep employees informed.
- Maintain support documentation and self-service knowledge articles.&
