IT Support Specialist

Posted 20 Days Ago
Be an Early Applicant
Hyderabad, Telangana
Hybrid
3-5 Years Experience
Software
The Role
Provide 1st line IT support, troubleshoot network issues, assist end-users with hardware and software problems, manage support requests, deploy and maintain IT infrastructure, stay updated with industry trends, participate in IT projects.
Summary Generated by Built In

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


Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/


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 Cyara’s 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.
  • 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 Cyara IT teams.
  • 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 IT internal use and for Cyara employees.
  • Establish a continuous improvement culture and associated processes to ensure support needs reduce over time.

Let’s talk about your skills/expertise:

  • 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.
  • Server administration knowledge in either Windows, Linux, or both. Mac OS knowledge is a plus.
  • Being familiar with tools and environments like VMWare, Office365, mail and outlook configuration 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
  • Basic knowledge about Incident management, service requestsand Change process.
  • Basic knowledge of ITIL process.
  • Knowledge about IT security.
  • Ability to explain problems and solutions to non-technical users
  • Desire and capability to solve problems, both independently and as a group
  • 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

Why you should join us: 

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.


Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.


Interested? Know someone who might be? Apply online now. 


Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant. 


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

Top Skills

Mac Os X
Windows Os
The Company
HQ: Redwood City, CA
213 Employees
On-site Workplace

What We Do

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands deliver better CX with less effort, cost, time, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring – ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Come visit us at www.cyara.com.

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