System Support Specialist

3 weeks ago

Bengaluru, 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 installationInstallation of operating system images to new computer equipmentCollaborate with other IT groups for seeking resolution of reported issuesAdministration, creation, and configuration of accounts in Active DirectoryManage New Employee On-Boarding and Off-Boarding IT activities/permissions/accessAdministration, creation, and configuration of ERP accountsAssign/remove antivirus toolsPatch Management and Software DeploymentContact printer provider for printer support or request for printer tonersMaintain IT Assets System and Software InventoryProvide high quality first level support and response to the end userComplete all task in a timely manner to meet given SLAsProvide updates to customer for their reported issues regularly, including ticket approvalsTrack tickets status and ensure they are getting attention from other IT groups in timely matterIncident/Change/Problem managementRun monitoring reports for usage, performance, and availabilityExtensively research and document customer technical issuesCollaborate with Technical Support team members to properly manage Stakeholder/customer inquiries and escalate when appropriateDocument solutions for knowledge-base and bring new ideas for innovation and automation excellencePosition shall provide support globallyAssign tickets to the respective level 3 support team when escalations are neededProvide other job duties requested by manager on an as needed basisQualifications/Requirements:University Degree4 -7 years experience of working on a global help/service desk Level 1 (low level support) and higher support OR4+ 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 systemEuropean or US companies

supporting complex infrastructure

across European sitesOffice 365 and SharePoint experienceAutomation for current IT processes, enhancing the current processesGood knowledge of

ITIL based Incident/Change/Problem

managementOutstanding written and verbal communication skills in English, Bilingual preferredStrong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely mannerExhibit good general computer knowledge in hardware, software, Networking, Microsoft, and other applicationsStrong project management skills, including experience interacting with employees at every level of the organizationGreat knowledge of IT processes and willingness to constantly update knowledgeIndividual contributor, able to work independentlyInbuilt ability to multi-task, working on more than one issue simultaneouslySeeks to clarify and confirm understanding if any instructions or terms are unfamiliar orvague. Maintains confidentiality

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