System Support Specialist

2 weeks ago

bangalore, 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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