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.
• 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.