IT Support Specialist
3 days ago
Job Overview
OSI Systems, Inc is seeking an experienced IT Support Specialist to join their team in Hyderabad. This role requires 24/7 coverage of clients and working holidays may be required.
About the Role
The successful candidate will be responsible for handling Level 1 support for international customer deployments using ITSM tools, performing excellent customer service, and quickly addressing alerts generated from systems. They will also perform system updates on client environments, resolve issues tied to client system performance, and document all work performed.
Key Responsibilities
- Handle Level 1 support for S2 Global International customer deployments using ITSM tool.
- Perform excellent customer service in the handling of customer phone calls, emails and self-service.
- Quickly address any alerts generated from systems for outages or impacts for client environments.
- Perform system updates on client environments, following Knowledge Base articles for process/procedure as needed.
- Resolve issues tied to client system performance which may include, but not limited to restarting services, restarting servers, and gathering logs from environments for higher tier teams to review and resolve.
- Document all work performed on client system in a timely manner.
- Identify root cause of issues with significant impact (P1 or P2 tickets), escalating recurring items to management for Problem Management.
- Follow ticket update requirements (frequency, details, and audience).
Qualifications
- 1-3 years of work experience in information technology with a focus in general IT support.
- Some experience working on local and wide area networks.
- Able to understand IT terminologies.
- Has the capability to troubleshoot issues that are related to an IT issue.
- Fluent English written and verbal skills.
- Able to work with customers to achieve overall project objectives.
About OSI Systems, Inc
OSI Systems, Inc is a leading provider of security screening solutions and has extensive experience in program assessment, technology deployment, operation management, image analysis, and maintenance services at major events, ports, land borders, and air cargo facilities.
About the Location
This position is based in Hyderabad, India. We offer competitive salary and benefits package to the right candidate.
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