Sr IT Support Specialist

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Company Description

Who 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!

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.