Senior IT Support Specialist

6 days ago

Bengaluru, Karnataka, India Advanced Sterilization Products Full time
Job Title: Senior IT Support Specialist

We are seeking an experienced IT Support Specialist to join our team at Advanced Sterilization Products. This critical role will support the integration of our ASP ACCESSTM Technology with healthcare servers and tracking systems.

Key Responsibilities:
  • Provide expert-level remote support for Linux operating systems and desktops, diagnosing and resolving issues related to software, hardware, and configurations.
  • Manage and support VPN access for remote users, troubleshoot connectivity issues, and ensure secure and stable VPN operations.
  • Understand and configure firewalls to ensure network security, managing firewall settings to optimize performance and security.
  • Perform detailed root cause analysis for recurring or significant incidents, implementing preventive measures to reduce future occurrences.
  • Manage user accounts and password policies, assisting users with password resets and account access issues.
  • Diagnose and resolve basic network issues related to TCP/IP, DNS, DHCP, and other networking protocols, ensuring reliable network connectivity for all users.
  • Manage and support all software patches release and update.
  • Understand and implement the latest cyber security policies.
  • Efficiently manage and prioritize incident tickets, ensuring timely resolution of issues and effective communication with stakeholders.
  • Document processes, manage all assigned OneAPS cases, and ensure timely closure of assigned cases.
  • Deliver outstanding customer service, maintaining professionalism and ensuring customer satisfaction in every interaction.
  • Maintain clear and effective communication with users and team members, providing remote support and guidance to resolve issues swiftly and satisfactorily.
  • Develop and provide training materials for end-users on the proper use of ASP ACCESSTM Technology, creating and maintaining comprehensive documentation on system configurations and troubleshooting procedures.
Requirements:
  • Bachelor's Degree or above
  • Minimum of 7+ years' experience in similar role supporting IT systems
  • Medical Device industry or medical field is a plus
  • Proven experience in IT support, with a strong focus on Linux, networking, and security.
  • In-depth knowledge of Linux operating systems, desktop environments, and troubleshooting techniques.
  • Experience with VPN setup, troubleshooting, and management.
  • Understanding of firewalls, including configuration and management.
  • Familiarity with incident ticket management systems and processes.
  • Familiarity with SalesForce (SFDC) service delivery system.
  • Ability to conduct thorough root cause analysis and implement effective solutions.
  • Strong analytical and problem-solving skills, with a keen attention to detail.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
  • Relevant certifications (e.g., CompTIA A+, Network+, Linux+, Security+) are preferred.
  • A degree in Information Technology, Computer Science, or a related field is advantageous.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • Ability to determine support needs and train end-users.
  • Experience in documenting processes and monitoring performance metrics.
  • Some level of people management experience.

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