IT Support Specialist

You will be responsible for:

Act as the 1st line of IT support within the company.

Support Cyara’s staff across the 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.

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.

Support inventory tracking and asset management activities.

Ensure compliance with IT security and operational policies.

Assist in onboarding new employees with IT setup and orientation.

Share knowledge and find ways to achieve high levels of 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 internal IT use and for Cyara employees.

Let’s talk about your skills/expertise:

A degree in IT is preferable, or equivalent work experience.

2-3 years of experience within IT support or a helpdesk environment.

Strong knowledge of Windows and macOS environments.

Familiarity with productivity tools like Microsoft 365 or Google Workspace.

Basic understanding of networking concepts (Wi-Fi, LAN, VPN, etc.).

Excellent communication and customer service skills.

Ability to troubleshoot and resolve common technical issues efficiently.

Willingness to learn and grow in a fast-paced environment.

Experience with a ticketing system (Service Cloud, Zendesk, Jira, etc.)

MDM knowledge (Intune preferred)

Provision and deprovision of new user computers and accounts

Basic knowledge about Incident management, service requests and Change process.

Knowledge about IT security.

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.

Aligned with Cyara Value