IT Support Specialist

Job description

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. **The role** We are seeking a proactive and customer-focused **IT Support Specialist** to join our global IT team and help deliver an exceptional technology experience for Cyara employees around the world. This is a hands-on role focused on providing first-line technical support, maintaining end-user devices and IT systems, and ensuring our teams have the tools they need to be productive and successful. Reporting to the **Sr.** **IT Manager**, you will act as the first point of contact for technical support across the business, troubleshooting hardware, software, networking, and endpoint issues while partnering closely with colleagues across multiple time zones. You'll also contribute to IT projects, onboarding, asset management, documentation, and continuous improvement initiatives that help scale Cyara's global operations. This role is ideal for someone with **2–3 years of IT support experience** who enjoys solving problems, delivering excellent customer service, and working in a collaborative, fast-paced environment where continuous learning and innovation are encouraged. The preferred candidate for this role will be based within commuting distance of our **Skibbereen, Ireland office**, with the ability to work from the office on a regular basis. ### You will be responsible for: - Act as the 1st line of IT support within the company. - 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. - 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. ### Let’s talk about your skills/expertise: - A degree in IT is preferable, or equivalent work experience. - 2-3 years of experience within 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 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