IT Support Specialist
Cint
- New Orleans, LA
- Permanent
- Full-time
- 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.
- 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.
- 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)
- We uncover rich perspectives across the world
- Success happens together
- We deliver across borders.
- We’re pioneers in our industry
- Our curiosity is insatiable
- We bring the best ideas to life.
- We’re accountable for our work and actions
- Excellence comes as standard
- We’re open, honest and kind, always.
- We learn from each other’s experiences
- Stop and listen; every opinion matters
- We embrace diversity, equity and inclusion.
#LI-hybrid