Senior IT Support Specialist (Google workspace and Atlassian)

Who We Are Cint is a pioneer in research technology (ResTech). Our customers use the Cint platform to post questions and get answers from real people to build business strategies, confidently publish research, accurately measure the impact of digital advertising, and more. The Cint platform is built on a programmatic marketplace, which is the world's largest, with nearly 300 million respondents in over 150 countries who consent to sharing their opinions, motivations, and behaviours. We are feeding the world's curiosity! The Role In this role as a Senior IT Support Specialist, your impact extends far beyond traditional hardware and software troubleshooting. You will manage the lifecycle of our automation and AI bot ecosystem, from identifying process gaps to implementing high-impact improvements. Additionally, you will play a key role in supporting our department's objective. As a Senior IT Support Specialist, you will have an opportunity to work as an SME for one of our key platforms, like Google Workspace, Slack and Atlassian etc. The Team The IT Support team at Cint is a globally distributed, fast-paced group dedicated to providing seamless technology experiences. We are the backbone that enables our global employees to work securely and efficiently, whether they are in our offices, at home or travelling. We challenge the status quo by always looking for how we can make our service offering smarter, faster and give more value for our users. Job Description Act as the 1st line and 2nd line IT Support within the company, and be flexible for rotational shifts (APAC, EMEA, CST) Work with the infrastructure team to manage and maintain our organisation's key platforms, such as Atlassian, Slack and Google Workspace, etc., as an SME. Try to identify improvement areas in the assigned platform, and also find where we can reduce manual efforts with automation Conduct training sessions and workshops to ensure effective use of IT systems and tools(assigned platform). Work with the Infosec team to ensure the security and integrity of IT systems through regular maintenance and updates. Collaborate with other departments to achieve the department's objective. Provide advanced technical support to end-users, resolving complex hardware, software, and network issues. Stay up to date regarding IT technology and solutions. Support and drive the implementation of ITIL processes, including Incident and Problem management. Collaborate with the team to develop and document standard operating procedures (SOPs) and knowledge base articles to improve efficiency and facilitate knowledge sharing. 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 technical procedures documentation. Support our department's objective to Innovate, Optimise, and Automate. Qualifications Must have: Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience). Extensive experience (5+ years) in providing technical support or similar in a corporate environment, with a focus on troubleshooting complex IT issues. 3 Years of Hands on experience or a strong understanding of Atlassian/Slack/Google Workspace. Interest or experience in developing and improving automation for Google Workspace and Atlassian or Slack, etc. Understanding of Okta and SaaS applications and environment. Strong knowledge of operating systems (e.g., Windows, macOS, Linux would be a benefit), software applications and hardware components. Excellent problem-solving and analytical skills, with the ability to think logically and approach issues systematically. Strong communication and interpersonal skills to effectively interact with users at various technical levels. Ability to work independently and prioritise tasks in a fast-paced environment, while maintaining attention to detail. Mutitasking Nice to have: Experienced/skilled/trained with ITIL Foundation 4 or have taken an exam. Experience with a ticketing system (Service Cloud, Zendesk, Jira, etc.) Experience with IT security tasks, such as vulnerability management. Additional Information This position is a full-time position with a hybrid model, meaning minimum 3 days in the office. Our Values Collaboration is our superpower We uncover rich perspectives across the worldSuccess happens togetherWe deliver across borders.Innovation is in our blood We're pioneers in our industryOur curiosity is insatiableWe bring the best ideas to life.We do what we say We're accountable for our work and actionsExcellence comes as standardWe're open, honest and kind, always.We are caring We learn from each other's experiencesStop and listen; every opinion mattersWe embrace diversity, equity and inclusion. More About Who We Are