Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social.
Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.
Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.
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.
If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!
At Cision, we’re revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today’s data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals.
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 hr.support@cision.com 
