IT Support Specialist

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Cyara is the worlds leading Automated CX Assurance Platform provider enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands including Airbnb and NAB trust Cyara to deliver customer smiles at promise is Customer Smiles - Delivered at Scale and as a member of Cyaras team youll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us Check out:

Cyaras Values:

At Cyara our values shape everything we do. Were passionate about Delivering Excellence by putting the customer first collaborating globally and always striving to improve. We take smart risks and Innovate Boldly setting new standards and learning from every experience. Integrity First is our cornerstonewe value humility authenticity and respect for diversity building trust in all we do. We Embrace Curiosity by empowering you to experiment learn and grow in a dynamic environment. At Cyara our values drive us forward shaping a culture where innovation and excellence thrive.

Cyaras Diversity Equity Inclusive and Belonging:

At Cyara we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity equity inclusion and belonging (DEIB). We strive to cultivate an environment where every individual feels valued respected and empowered to bring their whole selves to work contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies practices and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities regardless of legally protected statuses such as sex race color ethnicity national origin age religion disability sexual orientation gender identity veteran status or medical condition. By celebrating our differences and championing inclusivity we enrich our organization make more thoughtful decisions and drive collective success.

You will be responsible for:

Act as the 1st line of IT support within the company and be flexible for rotational shifts.
Support Cyaras 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.
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.
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.

Lets talk about your skills/expertise:

Bachelors degree in information technology Computer Science or a related field (or equivalent work experience).
3 years experience in 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 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.
Aligned with Cyara Value

Agencies:Thanks but weve got this one! Please no phone calls or emails to any employees of Cyaraoutside of the Talent Acquisition team. Cyaraspolicy is to only accept resumes from Agencies via theCyaraAgency Portal. Agencies must have a valid fee agreement inplaceand they must have been assigned the specific requisition to which they submit resumes by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and in the event a candidate is submitted outside of this policy is hired no fee or payment of any kind will be paid

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Cyaras Values:

Cyaras Diversity Equity Inclusive and Belonging:

You will be responsible for:

Act as the 1st line of IT support within the company and be flexible for rotational shifts.
Support Cyaras 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.
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.
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.

Lets talk about your skills/expertise:

Bachelors degree in information technology Computer Science or a related field (or equivalent work experience).
3 years experience in 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 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.
Aligned with Cyara Value