Service Desk Analyst (Night Shift/ WFH)

You will provide initial troubleshooting, escalate issues when needed, and ensure smooth communication between customers, operations, and engineering teams.

Job Responsibilities:

• Respond to and manage customer support tickets in a timely, professional manner.
• Perform initial troubleshooting for Linux systems, virtualization platforms, and network-related issues.
• Coordinate with on-site data center technicians (“smart hands”) to execute tasks such as hardware checks, cabling, and device resets.
• Escalate issues to higher-level support or engineering teams as needed, providing clear documentation.
• Monitor system alerts, logs, and dashboards to proactively identify issues.
• Contribute to internal knowledge base and process improvements.
• Ensure high standards of reliability, accountability, and confidentiality in all work.

Qualifications:

• Must have 3-5 years of relevant experience
• Strong foundation in Linux system administration.
• Hands-on experience with Ansible for automation and configuration management.
• Understanding of virtualization technologies (e.g., KVM, VMware, or similar).
• Good knowledge of TCP/IP networking basics (routing, DNS, firewalls, troubleshooting tools).
• Strong problem-solving skills with the ability to work independently and take initiative.
• Excellent written and verbal communication skills in English.
• Ability to coordinate effectively with remote teams and data center staff.
• Trustworthy, reliable, self-organized, and able to handle sensitive information responsibly.
• Can work with minimum supervision.
• Amenable to work US Hours/ Night shift

Preferred Qualifications:

• Familiarity with monitoring systems and alerting (e.g., Prometheus, Zenduty).
• Familiarity with ticketing systems (e.g., Jira, Zendesk).
• Experience working in cloud or large-scale infrastructure environments.
• Scripting knowledge (e.g., Bash, Python)

Work Setup: Work from Home with occasional onsite visits