Technical Support Administrator

4 days ago

Hyderabad, Telangana, India Osi Systems Full time
Job Description

Responsibilities

- Provide Level 1 technical support for S2 Global's international deployments using ITSM tools.
- Respond to customer inquiries via phone, email, and self-service portals with excellent service.
- Monitor and address alerts related to client system outages or performance issues.
- Execute system updates and basic maintenance tasks by following documented procedures.
- Perform issue resolution activities, such as restarting services/servers and gathering logs.
- Accurately document all activities and resolutions in client support tickets.
- Identify and escalate recurring or impactful (P1/P2) issues to management for root cause analysis and problem management.
- Ensure compliance with ticket update protocols, including frequency, audience, and detail.
- Uphold core company values: Integrity, Innovation, Accountability, and Teamwork.
- Adhere to the Code of Ethics and proactively report quality concerns to management.
- Be flexible with duties, which may evolve based on business requirements.

Qualifications

- 23 years of experience in IT support or technical support roles.
- Understanding of IT concepts and terminology, especially around LAN/WAN.
- Strong troubleshooting abilities related to general IT/system issues.
- Excellent verbal and written communication skills in English.
- Additional language proficiency is a plus and should be disclosed.
- Experience using ITSM tools (e.g., ServiceNow) is preferred.
- Ability to work across global time zones and in rotational shifts.
- Must possess a valid passport.

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