Senior It Support Specialist

Company DescriptionWho We Are Cint is a pioneer in research technology ResTech Our customers use the Cint platform to post questions and get answers from real people to build business strategies confidently publish research accurately measure the impact of digital advertising and more The Cint platform is built on a programmatic marketplace which is the world s largest with nearly 300 million respondents in over 150 countries who consent to sharing their opinions motivations and behaviours We are feeding the world s curiosity 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 the globe Act as the 1st line and 2nd line IT Support within the company and flexible for rotational shifts APAC EMEA CST Work with the infrastructure team to manage and maintain our organization s IT infrastructure including servers networks and systems Work with the 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 developing the incident manager role Support our department s 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 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 and application deployment Good understanding and administrative experience in Azure AD Active Directory and Group Policy Understanding of Okta and SaaS applications and environment Experienced skilled trained with ITIL foundation 4 or have an 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 are an advantage but not mandatory Additional InformationThis position a full time position with hybrid model minimum 3 days in the office in Gurugram Only Apply if you have the above experience