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 New York office. 

This is a hands-on role focused on internal VIP & general 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.
• Identify recurring issues and contribute to service improvements.

Service Improvement, Automation and Knowledge

• Own a portfolio of improvement projects end to end, roughly 25–35% of the role. You'll identify the problem, define what success looks like, align the relevant partner teams, deliver, and confirm the change.
• Build and maintain automation that removes manual effort from support, provisioning and access workflows.
• Own the knowledge management practice for IT: structure, maintain and measure the self-service knowledge base so employees resolve more on their own.
• Partner directly with Platforms, Security, People and Finance to deliver improvements that span more than one function.
• Work with external suppliers and vendors where a project requires it, including scoping and follow-through.
• Track and report the impact of your work — ticket deflection, resolution time, onboarding cycle time.
• Operate within agreed change boundaries, working with Platforms on anything affecting tenant-level configuration or shared infrastructure.

Onboarding, Offboarding and Access

• Deliver technology onboarding for employees and contractors.
• Prepare devices and ensure required accounts and access are ready for day one.
• Complete defined joiner, mover and leaver activities.
• Support common SSO, MFA, account and access issues.
• Escalate platform faults, policy changes and complex provisioning issues to the Platforms team.
• Recover devices and equipment during offboarding.

Device and Asset Management

• Provision, configure, deploy and recover Windows and macOS devices.
• Support endpoint security, encryption, patching and compliance issues.
• Coordinate device procurement, stock, shipping, repairs, returns and refresh activities.
• Maintain accurate asset and inventory records.
• Perform approved operational activities within endpoint-management platforms.

Workplace Technology

• Support meeting rooms, video conferencing, displays and office peripherals.
• Perform regular meeting-room checks and support executive or company-wide events.
• Troubleshoot office connectivity and escalate infrastructure faults.
• Support office moves, expansions and technology installations.
• Coordinate with external suppliers where required.

Productivity Tools

• Support employees using Google Workspace, Microsoft 365, Slack, Notion and other business applications.
• Resolve common account, licensing, configuration and usability issues.
• Escalate tenant configuration, integration and platform-level changes to the relevant owner.
• Provide practical guidance to help employees use technology effectively.

Security and Compliance

• Follow established security, change and service-management processes.
• Escalate suspected security incidents promptly.
• Support audit evidence collection and endpoint compliance activities.
• Maintain accurate records of device, access and support activities.

Required Experience and Skills

• 3+ years in IT support, desktop support or technology operations.
• Demonstrated experience owning improvement projects independently — identifying the problem, aligning stakeholders and delivering the outcome without day-to-day direction.
• Practical scripting or automation experience (PowerShell, Python or Bash) applied to real support, provisioning or access workflows.
• Strong Windows and macOS troubleshooting experience.
• Experience with endpoint-management tools such as JumpCloud, Intune, Jamf or Kandji.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow or Servicely.
• Experience supporting SSO, MFA and joiner, mover and leaver processes.
• Experience supporting Google Workspace or Microsoft 365.
• Familiarity with meeting-room technology and basic networking concepts.
• Strong communication, prioritization and customer-service skills.
• Ability to take ownership and work effectively with platform, security and supplier teams.

Highly Desirable

• Experience supporting a fast-growing, international organization.
• Experience building or restructuring a knowledge base, or delivering measurable ticket deflection through self-service.
• Experience with JumpCloud, Okta, Google Workspace or Jira Service Management.
• Experience with device logistics, asset management and hardware procurement.
• Experience supporting executives or VIP users.
• Exposure to SOC 2, ISO 27001, Cyber Essentials Plus or SOX.