IT Support Specialist

1 month ago

Gurugram, India Cint Full time
Job Description

 

  • Act as the 1st line IT Support within the company and flexible for rotational shifts (CST, EMEA, APAC)
  • 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.

 


Qualifications

  • 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.

 



Additional Information

3+ years of experience in providing Support to the internal users or Customers based on SAAS tool and Windows and Mac OS.

Rotational shift
Willing to work from the office 3-4 days a week.

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

Good Communication skills.
ITIL Process knowledge.
Windows and Mac OS environment troubleshooting.

MDM (Intune preferred).

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