IT Support Specialist

About Cyara

Cyara is a worldwide leader in AI-driven customer experience assurance. The company helps major brands deliver dependable, smooth, and engaging interactions across voice, digital, messaging, and AI-enabled channels. Each year, its platform supports the optimization of hundreds of millions of customer journeys so businesses can scale service quality with confidence.

As organizations move quickly toward agentic AI, the central issue is not whether AI can respond to customers, but whether those interactions can be trusted. Cyara provides the assurance layer for that challenge by testing AI agents with AI agents to surface hallucinations, confirm decisions, and verify compliance before problems reach end customers.

Working at Cyara means contributing to the future of customer experience, supporting well-known global brands, and collaborating with a team that is passionate about improving every customer interaction.

Role overview

Cyara is looking for a proactive, service-oriented IT Support Specialist to join its global IT team. This position is hands-on and focused on delivering first-line technical support, keeping user devices and IT systems running well, and making sure employees have the technology they need to stay productive.

The role reports to the Senior IT Manager and serves as the initial contact point for technical issues across the business. You will troubleshoot hardware, software, network, and endpoint problems while working with colleagues across different time zones. You will also support IT projects, onboarding, asset tracking, documentation, and ongoing improvement efforts that help Cyara scale globally.

This position is suited to someone with 2 to 3 years of IT support experience who enjoys problem-solving, strong customer service, and working in a fast-moving, collaborative setting where learning and innovation are encouraged. The preferred candidate should live within commuting distance of the Skibbereen, County Cork office and be able to work from the office regularly.

Key responsibilities

• Serve as the company’s first point of contact for IT support issues.
• Provide support to employees located across multiple regions.
• Diagnose and resolve issues related to both wireless and wired networking.
• Troubleshoot Windows 10/11 and macOS environments.
• Deliver remote and on-site technical assistance for hardware, software, and network concerns.
• Handle multiple support requests at once while meeting service level expectations and maintaining high customer service standards.
• Contribute to IT projects such as upgrades, migrations, and new system rollouts, helping minimize disruption.
• Keep detailed records of incidents, fixes, and technical procedures.
• Assist with inventory control and asset management.
• Follow IT security and operational policies.
• Help onboard new hires with IT setup and orientation.
• Share knowledge and support learning through hackathons, seminars, and conferences.
• Support a work environment built on continuous learning and cross-functional collaboration.
• Maintain and improve internal documentation and knowledge base content for IT and employee use.

Skills and experience

• A degree in IT is preferred, or equivalent practical experience.
• 2 to 3 years of experience in IT support or a helpdesk setting.
• Strong working knowledge of Windows and macOS.
• Experience with productivity platforms such as Microsoft 365 or Google Workspace.
• Basic networking knowledge, including Wi-Fi, LAN, and VPN.
• Clear communication and strong customer service abilities.
• Capability to troubleshoot and resolve common technical issues efficiently.
• Willingness to learn and develop in a fast-paced environment.
• Experience using ticketing tools such as Service Cloud, Zendesk, or Jira.
• Knowledge of mobile device management tools, preferably Intune.
• Ability to provision and deprovision laptops and user accounts.
• Understanding of incident management, service requests, and change processes.
• Awareness of IT security practices.
• Ability to work independently, organize priorities, and maintain accuracy.
• Strong analytical thinking and systematic problem-solving skills.
• Alignment with Cyara’s values.

Why join Cyara

Cyara offers a workplace where ideas are valued, growth is accelerated, and the work has visible impact. The company is building the assurance layer that helps enterprises deploy agentic AI at scale, supported by a global team that values curiosity, collaboration, and continuous learning.

Employees are encouraged to explore new ideas, solve complex problems, and learn from colleagues around the world. The culture is inclusive and designed so people feel respected, heard, and able to contribute fully. The company also highlights competitive pay, comprehensive benefits, flexible working options, recognition programs, and a strong commitment to employee well-being.

Diversity, equity, inclusion, and belonging

Cyara is committed to maintaining a workplace centered on equal opportunity and DEIB principles. The organization aims to create an environment where every employee feels valued, respected, and empowered to bring their full self to work. Hiring and workplace decisions are based on merit and ability, and the company states that it does not discriminate on the basis of protected characteristics including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition.

Values

Cyara says its culture is guided by four core values: Delivering Excellence, Innovate Boldly, Integrity First, and Embrace Curiosity. These values emphasize customer focus, global collaboration, smart risk-taking, learning from experience, authenticity, respect, and a willingness to experiment and grow.

Agency and hiring process notes

Cyara does not want direct contact from agencies outside the Talent Acquisition team. Agency resumes are accepted only through the company’s Agency Portal, and only where a valid fee agreement exists and the agency has been assigned the specific requisition by Talent Acquisition before submission. Any CV sent outside this process is considered the property of Cyara, and no fee will be paid if such a candidate is hired.

The company also notes that it may use artificial intelligence tools during parts of the recruitment process, such as reviewing applications, analyzing resumes, or checking for inconsistencies and verification signals. These tools support the recruitment team, but final hiring decisions are made by people. Applicants can contact the company for more information about data processing.