System Support Specialist

4 weeks ago

Bangalore Urban, India First Brands Group, LLC Full time

First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe.

We are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers expectations.

Designed and engineered with Original Equipment rigor and quality, our products serve vehicle manufacturers, technicians and drivers everywhere.

If you are looking for curious self-starters with a willingness to explore and motivation to find growth opportunities, we have an exciting opportunity for candidates who would like to join a global company in continuous growth


  • Hardware and software support and installation
  • Installation of operating system images to new computer equipment
  • Collaborate with other IT groups for seeking resolution of reported issues
  • Administration, creation, and configuration of accounts in Active Directory
  • Manage New Employee On-Boarding and Off-Boarding IT activities/permissions/access
  • Administration, creation, and configuration of ERP accounts
  • Assign/remove antivirus tools
  • Patch Management and Software Deployment
  • Contact printer provider for printer support or request for printer toners
  • Maintain IT Assets System and Software Inventory
  • Provide high quality first level support and response to the end user
  • Complete all task in a timely manner to meet given SLAs
  • Provide updates to customer for their reported issues regularly, including ticket approvals
  • Track tickets status and ensure they are getting attention from other IT groups in timely matter
  • Incident/Change/Problem management
  • Run monitoring reports for usage, performance, and availability
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage Stakeholder/customer inquiries and escalate when appropriate
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence
  • Position shall provide support globally
  • Assign tickets to the respective level 3 support team when escalations are needed
  • Provide other job duties requested by manager on an as needed basis

Qualifications/Requirements:

  • University Degree
  • 4 -7 years experience of working on a global help/service desk Level 1 (low level support) and higher support OR
  • 4+ years' experience technical support level 2 and higher (troubleshooting/problem solving skill) and higher (admin rights) i.e. (Power shell Script, Advanced troubleshooting, advanced rights/access etc.)

Position requires skills in the following areas as appropriate:

  • Experience in using helpdesk ticketing system
  • European or US companies supporting complex infrastructure across European sites
  • Office 365 and SharePoint experience
  • Automation for current IT processes, enhancing the current processes
  • Good knowledge of ITIL based Incident/Change/Problem management
  • Outstanding written and verbal communication skills in English, Bilingual preferred
  • Strong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner
  • Exhibit good general computer knowledge in hardware, software, Networking, Microsoft, and other applications
  • Strong project management skills, including experience interacting with employees at every level of the organization
  • Great knowledge of IT processes and willingness to constantly update knowledge
  • Individual contributor, able to work independently
  • Inbuilt ability to multi-task, working on more than one issue simultaneously
  • Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or

vague. Maintains confidentiality

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