Sr IT Support Specialist

1 week ago

Gurgaon, Haryana, India Cint Full time
Job Description

The Opportunity

Cint is looking for a Senior IT Support Specialist to join our global team. The Sr. IT Support Specialist, who will be located in our Gurgaon office, will be responsible for taking care of end-user computing, corporate applications as well as technology used in local and global offices. This role is essential to varying facets of the company, including communications, networking, and hardware/software support. The Sr. IT Support Specialist will drive the processes necessary to maintain a reliable workplace, in a rapidly growing enterprise. If you are someone who's interested in supporting a challenging world class IT environment, with many avenues of personal and professional growth, this is the role for you.

Responsibilities

  • Technical support for Cint's staff across globe.
  • Act as the 1st line and 2nd line IT Support within the company and flexible for rotational shifts (APAC, EMEA, CST)
  • Work with infrastructure team to manage and maintain our organization's IT infrastructure, including servers, networks, and systems.
  • Work with Infosec team to ensure the security and integrity of IT systems through regular maintenance and updates.
  • Collaborate with other IT team members to ensure timely resolution of support issues.
  • Serve as a point of escalation for challenging support tickets and service requests.
  • Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
  • Stay up to date regarding IT technology and solutions.
  • Create and maintain documentation for IT systems, processes, and procedures.
  • Conduct training sessions and workshops to ensure effective use of IT systems and tools.
  • Analyze IT metrics and performance data to identify trends and areas for improvement.
  • Support and drive implementation of ITIL processes such as Incident and Problem management.
  • 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.
  • Collaborate with the IT team to develop and document standard operating procedures (SOPs) and knowledge base articles to improve efficiency and facilitate knowledge sharing.
  • 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.
  • Hold and contribute to develop the incident manager role.
  • Support our department objective to Innovate, Optimize and Automate.
Qualifications
  • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
  • Extensive experience (5+ years) in providing technical support or similar in a corporate environment, with a focus on troubleshooting complex IT issues.
  • Experience with a ticketing system (Service Cloud, Zendesk, Jira, etc.)
  • Proficiency and experience in networking concepts, including TCP/IP, DNS, DHCP, VPN, and LAN/WAN technologies.
  • Basic knowledge of with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure, Google Cloud).
  • Strong knowledge of operating systems (e.g., Windows, macOS, Linux would be a benefit), software applications and hardware components.
  • Good understanding of Intune deployments, patching, application deployment.
  • Good understanding and administrative experience for Azure AD, Active directory, Group policy.
  • Basic understanding of Okta and SaaS application and environment.
  • Experienced/skilled/trained with ITIL foundation 4 or have exam.
  • Experienced with Incident Management, Change Enablement, Problem Management, Technical Documentation, and Incident Manager role.
  • Experienced with basic IT security.
  • Experienced with IT audit, risk, and compliance.
  • Excellent problem-solving and analytical skills, with the ability to think logically and approach issues systematically.
  • Strong communication and interpersonal skills to effectively interact with users at various technical levels.
  • Ability to work independently and prioritize tasks in a fast-paced environment, while maintaining attention to detail.
  • Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) is an advantage but not mandatory.
Additional Information

This position a full time position with hybrid model, meaning minimum 3 days in the office in Gurugram.

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