IT Support Specialist

Overview:

Are you a highly motivated IT Support Technician and a team player good knowledge in Windows, network, hardware, and software? Do you feel comfortable to explain problems and solutions and giving support to non-technical users? Aiming to work towards long term goal and in fast growing environment? Join our global IT Support team and take part in building the next generation web systems. Our main goal is to connect everyone who has a question, to anyone wanting to give his or her opinion. As an IT Support Specialist, you will be part of a global IT operation who is providing internal support to more than 1000 users around the world.

This position is hybrid, working in office 2-3 days/week.

Responsibilities

• Act as the 1st line IT Support within the company
• Technical support for Cint’s staff across globe.
• Troubleshoot and support wireless and wired networks
• Windows OS (Operating System) 10/11 and MAC OS X troubleshooting.
• Provide technical support and assistance to end-users, both remotely and on-site, by diagnosing and resolving complex hardware, software, and network issues.
• Manage and prioritize multiple support requests, ensuring adherence to service level agreements (SLAs) and delivering exceptional customer service.
• Assist in the deployment, configuration, and maintenance of IT infrastructure, including servers, network devices, and workstations.
• Stay updated with the latest industry trends, technologies, and best practices to enhance knowledge and improve support services.
• Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations, ensuring smooth transitions and minimal disruption to users.
• Maintain accurate records of support activities, including incident reports, resolutions, and documentation of technical procedures.
• Provide technical knowledge around our internal systems
• Close communication with Cint IT teams.
• Share knowledge and find ways to high level learning through hackathons, seminars and conferences.
• Envolve the working environment that currently embraces continuous learning and cross functional teams.
• Document procedures and solutions, and constantly maintain and improve the knowledge base, both for IT internal use and for the Cint employees.
• Establish a continuous improvement culture and associated processes to ensure support needs reduce over time.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Relevant experience (3+ years) in providing technical support in a corporate environment, with a focus on troubleshooting complex IT issues.
• Experience with a ticketing system (Service Cloud, Zendesk, Jira, etc.)
• MDM knowledge (Intune preferred)
• Experience and good understanding in working with Atlassian Suite - Jira, Confluence, Okta.
• Being familiar with tools and environments like VMWare, Google, mail and Azure.
• Good understanding of Windows system, networking, hardware and software.
• Provision and deprovision new user computers and accounts
• Network / Connectivity: File server, wireless and LAN internet, etc.
• VPN configuration and implementation
• Active Directory and security group setup experience
• Basic knowledge of ITIL process.
• Basic Knowledge about Incident management, service request and Change process.
• Basic knowledge about IT security.
• Desire and capability to solve problems, both independently and as a group.
• Ability to explain problems and solutions to non-technical users.
• Ability to work independently and prioritize tasks in a fast-paced environment, while maintaining attention to detail.
• Excellent problem-solving and analytical skills, with the ability to think logically and approach issues systematically.