Job Description

Company DescriptionWho We AreCint 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 OpportunityCint 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 local and Global offices infrastructure and processes that keep the offices running. 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

• Support 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)
• Manage and maintain our organization\'s IT infrastructure, including servers, networks, and systems.
• Ensure the security and integrity of IT systems through regular maintenance and updates.
• Stay updated on the latest cybersecurity threats and best practices.
• 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.

• Utilize advanced troubleshooting techniques and tools to diagnose and resolve system, network, and application problems.
• 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.
• Innovate, Optimize and Automate.
• Maintain accurate records of support activities, including incident reports, resolutions, and documentation of technical procedures.
• Incident manager role.

Qualifications

• Bachelor\'s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Extensive experience (7+ 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.
• Familiarity 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), software applications, and hardware components.
• Good understanding of Intune deployments, patching, Application push.
• Good Understanding and administrative experience for Azure AD, Microsoft exchange, Google Workspace, Active directory, Group policy.
• Good Understanding of Okta and SaaS application and environment.
• Experienced with ITAM tool/s and process.
• 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.
• Knowledgeable or experienced with Identity Management tools like Okta, DUO, Azure AD.
• Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are advantageous.

• Willing to Travel.
• Aligned with Cint Values.

• We are Accountable.
• We Work Together.
• We drive new ideas forward.
• We think beyond ourselves.

Additional InformationExperience 5- 7 years
Hands-on experience on Intune (Deployment and patching), Azure, G- G-Suite, Networking, and Identity Management tools like Okta and Active Directory.
ITIL certified or trained with ITIL process.
Working experience as a service desk on different Ticketing tools.Only Apply if you have the above experience.

Cint