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Senior Desktop Engineer Trust & Safety · New Orleans · Hybrid Remote

Lucid

Lucid

New Orleans, LA, USA
Posted on Friday, August 18, 2023
Trust & Safety · New Orleans · Hybrid Remote

Senior Desktop Engineer

Who We Are

Cint is a global software leader in technology-enabled insights. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the one of the world’s largest consumer networks for digital survey-based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

The Opportunity

Cint is looking for a Senior Desktop Engineer to join our global team. The Sr. Desktop Engineer, who will be in our New Orleans office, will be responsible for mentoring team members, all infrastructure, and processes that keep the office running. This role is essential to varying facets of the company including communications, networking, and hardware/software support. The Sr. Desktop Engineer will drive the processes necessary to maintain a reliable workplace in a rapidly growing enterprise. If you are someone who’s interested in supporting a challenging world class IT environment with many avenues of personal and professional growth, this is the role for you.


    What You Will Do

    • Coordinate with and support external vendors, such as our ISP and telephone providers.
    • Support Cint’s staff across globe.
    • Troubleshoot and support wireless and wired networks
    • Level 3 supports user hardware and software, including laptops, printers etc.
    • Windows OS (Operating System) 10/11 and MAC OS X troubleshooting.
    • Mentoring and leading Local IT support and team working in US time zone.
    • Develop training materials and procedures to streamline efficiency.
    • Provide technical support and assistance to end-users, both remotely and on- site, by diagnosing and resolving complex hardware, software, and network issues.
    • Serve as the escalation point for challenging and critical IT problems, collaborating with team members and other departments to ensure timely resolution.
    • Conduct thorough analysis of reported issues to identify root causes and implement appropriate solutions or workarounds.
    • Utilize advanced troubleshooting techniques and tools to diagnose and resolve system, network, and application problems.
    • 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.
    • Collaborate with the IT team to develop and document standard operating procedures (SOPs) and knowledge base articles to improve efficiency and facilitate knowledge sharing.
    • Provide guidance and mentorship to junior support staff, assisting in their professional development and fostering a positive team environment.
    • 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.

    What We Are Looking For

    • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
    • Extensive experience (7+ years) in providing technical support in a corporate environment, with a focus on troubleshooting complex IT issues.
    • Experienced with leadership and has people skills, had previous roles as ex Team Lead or similar.
    • Experience is managing and monitoring Team.
    • Experience with a ticketing system (Service Cloud, Zendesk, Jira, etc.)
    • 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.
    • Experienced with basic IT security.
    • Experienced with IT audit, risk, and compliance.
    • MDM knowledge (Intune preferred)
    • Strong knowledge of operating systems (e.g., Windows, macOS, Linux), software applications, and hardware components.
    • 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 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 prioritize tasks in a fast-paced environment, while maintaining attention to detail.
    • Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are advantageous.
    • Networking Experience
    • VPN configuration and implementation experience (desired)
    • Aligned with Cint Values
    • Willing to travel


    Anticipated Salary Range (US Only):
    In California, Colorado, New York City and Washington, the anticipated pay range for this role is $60,000 to $72,000 annually. This base pay range is specific to California, Colorado, New York City and Washington and may not be applicable to other locations. In addition, this position is also eligible for the following benefits:

    • Medical, Dental, and Vision insurance options to suit you and your family’s needs
    • 401K with company matching
    • PTO, unlimited sick days
    • Remote Work
    • Paid maternity and paternity leave
    • Annual bonus opportunity

      Our Values

      Collaboration is our superpower
      • We uncover rich perspectives across the world
      • Success happens together
      • We deliver across borders.
      Innovation is in our blood
      • We’re pioneers in our industry
      • Our curiosity is insatiable
      • We bring the best ideas to life.
      We do what we say
      • We’re accountable for our work and actions
      • Excellence comes as standard
      • We’re open, honest and kind, always.
      We are caring
      • We learn from each other’s experiences
      • Stop and listen; every opinion matters
      • We embrace diversity, equity and inclusion.

      More About Cint

      In June 2021, Cint acquired Berlin-based GapFish – the world’s largest ISO certified online panel community in the DACH region – and in January 2022, completed the acquisition of US-based Lucid – a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

      Cint Group AB (publ), listed on Nasdaq Stockholm, this growth has made Cint a strong global platform with teams across its many global offices, including Stockholm, London, New York, New Orleans, Singapore, Tokyo and Sydney. (www.cint.com)

      #LI-Hybrid #LI-AH1

      Department
      Trust & Safety
      Role
      Corporate Technology
      Locations
      New Orleans
      Remote status
      Hybrid Remote

      New Orleans

      365 Canal St suite 3100

      70130 New Orleans

      Directions View page

      About Cint

      Cint is a global software leader in technology-enabled insights. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the one of the world’s largest consumer networks for digital survey-based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

      Founded in 1998
      Coworkers 1000+
      Trust & Safety · New Orleans · Hybrid Remote

      Senior Desktop Engineer

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