IT Support Specialist

New Orleans, LA, United States

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

Overview:

Are you a highly motivated IT Support Technician and a team player good knowledge in Windows, network, hardware, and software? Do you feel comfortable to explain problems and solutions and giving support to non-technical users? Aiming to work towards long term goal and in fast growing environment? Join our global IT Support team and take part in building the next generation web systems. Our main goal is to connect everyone who has a question, to anyone wanting to give his or her opinion. As an IT Support Specialist, you will be part of a global IT operation who is providing internal support to more than 1000 users around the world.

This position is hybrid, working in office 2-3 days/week.

Responsibilities

Act as the 1st line IT Support within the company

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 NOLA.

Good Communication skills.

ITIL Process knowledge.

Windows and Mac OS environment troubleshooting.

MDM (Intune preferred)

Our Values

Collaboration is our superpower We uncover rich perspectives across the world

Success happens together

We deliver across borders.

Innovation is in our blood We're pioneers in our industry

Our curiosity is insatiable

We bring the best ideas to life.

We do what we say We're accountable for our work and actions

Excellence comes as standard

We're open, honest and kind, always.

We are caring We learn from each other's experiences

Stop and listen; every opinion matters

We embrace diversity, equity and inclusion.

More About Cint

In June 2021, Cint acquired Berlin-based GapFish - the world's largest ISO certified online panel community in the DACH region - and in January 2022, completed the acquisition of US-based Lucid - a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

Cint Group AB (publ), listed on Nasdaq Stockholm, this growth has made Cint a strong global platform with teams across its many global offices, including Stockholm, London, New York, New Orleans, Singapore, Tokyo and Sydney. (www.cint.com)

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