Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in the US. You will provide remote and deskside support for Windows, Apple, and Linux users and help maintain & manage end-user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology-related questions, and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end-user support is paramount.
Core job responsibilities
- Strong Provide a high level of customer service & end-user support.
- Provide remote and desktop support across the globe.
- Provide VIP\Executive level support.
- Utilize our ITSM platform to categorize, prioritize, and escalate issues as necessary.
- Take ownership of issue\request through resolution or escalation.
- Analyze hardware and software problems, and troubleshoot per approved procedures.
- Participate in project-related activities in varying capacities.
- Perform hardware and software setup, configuration, and testing per current standards and approved procedures.
- Help create and maintain system support documentation.
- Help with procurement and management of hardware and software licenses.
Experience and Requirements
- 2 + years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support.
- 2 + years of experience in providing deskside and remote support.
- Knowledge of ITIL methodologies is preferred but not necessary.
- Strong experience and understanding of Office365 & SharePoint.
- Strong experience in Windows and Apple deployment technologies.
- Experience in working with Jira Service Manager preferred but not necessary.
- Strong remote end user support experience.
- Experience in working with Okta or similar SSO technologies preferred but not necessary.
- Education
- Bachelor’s degree in computer science or related field preferred.
Attributes
- Strong interpersonal skills and thoughtful and effective communicator.
- Ability to stay calm and professional under pressure.
- Excellent analytical and problem-solving skills.
- Excellent time management and organization skills.
- High aptitude and interest in learning new technologies.
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As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results.
PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its
Brandwatch and
Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit
www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the
CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by
DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact
[email protected]
