IT Support Specialist

Cyara is the world’s 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 scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll 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: www.cyara.com

Cyara’s Values:

At Cyara, our values shape everything we do. We're 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 cornerstone—we 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.

Cyara’s 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 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 employees.

Let’s talk about your skills/expertise:

• Bachelor’s 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 we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. 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.