Technical Support Specialist
3 weeks ago
Job Title: Technical Support Specialist
Job Overview:
S2 Global, an OSI Systems Company, seeks a Technical Support Specialist to work from our office location in Hyderabad, India.
The successful candidate will provide Level 1 support for S2 Global International customer deployments using ITSM tools, ensuring excellent customer service and timely issue resolution.
Responsibilities:
- Handle Level 1 support for S2 Global International customer deployments
- Perform excellent customer service in handling customer phone calls, emails, and self-service
- Quickly address alerts generated from systems for outages or impacts on client environments
- Perform system updates on client environments, following Knowledge Base articles for process/procedure as needed
- Resolve issues tied to client system performance, including restarting services, restarting servers, and gathering logs for higher-tier teams to review and resolve
- Document all work performed on client systems in a timely manner
- Identify root cause of issues with significant impact, escalating recurring items to management for Problem Management
- Follow ticket update requirements (frequency, details, and audience)
- Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork
- Demonstrate behavior consistent with the Company's Code of Ethics and Conduct
- Report quality problems or defects for corrective action to be implemented
- Duties may be modified or assigned at any time to meet the needs of the business
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 related to IT
- Fluent English written and verbal skills
- Other language fluency given additional consideration
- Able to work with customers to achieve overall project objectives
- ServiceNow experience given additional consideration
- Experience working in a global environment across multiple time zones
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