IT Support Specialist

Employment Type: Full Time

Location: Remote

Experience: IT Support, Helpdesk, Technical Support, or System Support Roles

Company Description

Scry AI is a research-led enterprise AI company that builds intelligent platforms for BFSI, insurance, logistics, and industrial enterprises to drive efficiency, insight, and compliance. Our product suite includes Auriga for conversational AI, Collatio for document intelligence, and Concentio for cognitive IoT and operational intelligence. These platforms help clients convert complex, fragmented data into actionable enterprise intelligence.

We are looking for an IT Support Specialist to provide technical assistance, resolve system issues, and ensure smooth day-to-day IT operations across Scry AI. This role is critical in maintaining productivity, system reliability, and a seamless user experience for internal teams.

Role Overview

As an IT Support Specialist at Scry AI, you will be responsible for providing first-level technical support, troubleshooting issues, and maintaining IT systems and devices. You will work closely with employees and technical teams to ensure quick resolution of issues and minimal disruption to operations.

This role is ideal for someone who is responsive, detail-oriented, and comfortable handling technical problems in a fast-paced, technology-driven environment.

Key Responsibilities

Technical Support & Troubleshooting

• Provide support for hardware, software, and network-related issues
• Diagnose and resolve technical problems across systems and devices
• Respond to support tickets and user requests in a timely manner

System Setup & Maintenance

• Set up and configure laptops, desktops, and user accounts
• Install and update software applications and tools
• Ensure systems are maintained and functioning efficiently

User Assistance & Training

• Assist users with system access, tools, and basic troubleshooting
• Provide guidance on IT best practices and usage
• Support onboarding of new employees with IT setup

Incident Management & Escalation

• Track and manage support tickets and issue resolution
• Escalate complex issues to relevant technical teams
• Ensure proper documentation of issues and solutions

Documentation & Process Support

• Maintain knowledge base articles and support documentation
• Follow IT policies and procedures
• Identify recurring issues and suggest improvements

Required Qualifications and Skills

• Experience in IT support, helpdesk, or technical support roles
• Basic understanding of operating systems, networks, and software tools
• Familiarity with ticketing systems and IT support workflows
• Strong problem-solving and troubleshooting skills
• Good communication and user support skills
• Ability to manage multiple requests and prioritize tasks

Our Ideal Candidate

• Is responsive, patient, and user-focused
• Can quickly diagnose and resolve technical issues
• Is proactive in improving support processes
• Communicates clearly with technical and non-technical users
• Thrives in a fast-paced, support-driven environment
• Is interested in IT systems, troubleshooting, and operations

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