Senior 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

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. 

We are seeking a highly skilled and customer-focused Lead Helpdesk Support professional to join our dynamic team. The Desktop Support Engineer will play a critical role in providing exceptional technical support to Cyara’s internal Americas team and ensuring the highest level of customer satisfaction. The Desktop Support Engineer performs day-to-day support of Windows and Mac based computers, applications, and peripherals, as well as iOS and Android devices for end-users across the United States. A strong communicator that is tech-savvy will excel at Cyara!

Responsibilities

· Oversee day-to-day Information Technology operations, prioritize tickets, and ensure timely resolution for issues and inquiries.

· Respond to queries in a timely and accurate way, email, Slack, or other form of communication.

· Manage tickets via online tools such as Zendesk and Jira.

· Contributing to internal tools/reports that improve support of both internal and external customers

· Develop and implement best practices, standard operating procedures, and knowledge base articles to empower clients and helpdesk team members.

· Maintain accurate records of support activities, including incident reports, resolutions, and documentation of technical procedures.

· Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations, ensuring smooth transitions and minimal disruption to users.

· Assist in the deployment, configuration, and maintenance of IT infrastructure, including servers, network devices, and workstations.

· Identify opportunities for process improvement and efficiency gains within the helpdesk support function.

· Report possible security incidents for further investigation and provide regular updates to affected customers if needed

· Setups and maintains user accounts in Active Directory and Exchange/O365.

· Ensure accuracy in Onboarding and Offboarding tasks.

· Facilitate cross-functional collaboration between IT support and other teams within the organization.

· Ability to occasionally work after hours or provide on-call support as needed.

· Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments

· Remote troubleshooting techniques

· Provide technical onboarding support for new employees.

· Provide one-on-one coaching and guidance to IT support team members with the help of reporting manager to enhance their technical skills, customer service abilities, and professional growth.

· Customize training content to address specific skill gaps and learning needs within the team.

Qualifications

· Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

· 6+ years experience in a client-facing role (help desk, software support, IT Support, application support, production support) with a focus on troubleshooting complex IT issues.

· Comfortable in both a Windows, Apple, and Linux based environment.

· Preference towards those who come from a fast paced internal SaaS environment.

· Excellent communication and interpersonal skills, with a customer-centric approach to support delivery.

· Proven ability to effectively prioritize and manage multiple tasks in a fast-paced environment.

· Strong troubleshooting, problem-solving, strategic thinking, organizational, and teamwork skills.

· MDM knowledge

· VPN configuration and implementation experience (desired)

· 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

· Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VPN, and LAN/WAN technologies.

· Hands-on experience with Active Directory, Group Policy, and Microsoft Exchange administration.

· Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure, Google Cloud).

· Excellent written, verbal, and presentation skills

· Highly self-motivated with the ability to manage time

· Preferred: Experience with Zendesk ,MDM, Slack, and any Identity management/or Okta.

· Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are advantageous.

Note:- Rotational shift with mainly CST shift (Night shift)

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