IT System Support Administrator

DS Smith; Gurugram District; Hybrid; INR 450,000 - 650,000; Full time

Job summary

DS Smith Gurgaon is seeking an IT Technical Support Administrator to join our global IT Services team. The role covers remote, on-site, and phone support for several workflows, with a hybrid pattern allowing up to two days work from home and three in the office on a monthly rotation.

You will maintain assets, assist with software/hardware provisioning, and collaborate with vendors while delivering timely ticket resolution for over 300 end users across regions.

Qualifications

• Experience in similar shared service IT support environments.
• Experience delivering first/second line IT support to end users.
• Strong knowledge of Windows 10, O365, Azure AD and device provisioning.
• Familiarity with ITSM processes and ticketing tools.

Responsibilities

• Provide exceptional remote, on-site, and telephone IT support for multiple workflows.
• Assist with policy, procedures, and process documentation.
• Manage hardware and software inventory, procurement, and asset lifecycle.
• Configure and support laptops, mobile devices, and peripherals.
• Coordinate with third‑party vendors for support and escalation.
• Log and track all tickets promptly; support shift-based operations.

Skills

Windows 10

MS 365 / Office 365

Azure AD

Intune

Active Directory

Hardware/Software support

ITSM tools

Remote/On-site support

English communication

Education

Bachelor's degree in IT/Computing

Tools

Zendesk

ServiceNow

MS Intune

Job description

About the Role

IT Technical support administrator – TMS Gurgaon TMS Global is a wholly owned subsidiary of DS Smith PLC, a leading multinational packaging and display manufacturing business. TMS Global specialises in outsourcing retail display, print and packaging solutions and operates across 97 markets worldwide. Our global community consists of more than 300 colleagues working across APAC, LATAM, EMEA and North America, collaborating to deliver innovative solutions for some of the world's leading brands. Within this role you will be joining an established shared service centre in Gurgaon, and an IT Services team which supports over 300 end users globally across all our regions. You will be able to have hybrid working, where the hybrid work pattern will allow for up to 2 days working from home, 3 in the office on monthly rotational shifts. As the IT Technical Services Support Administrator, you will be to joining a highly experienced team, reporting into the IT Support Team Lead, bringing experience and expertise in IT support and problem solving, managing and owning service requests relating to software, hardware, and project support. This is both an internal and customer facing role, and you will demonstrate the ability to communicate and deliver effectively across multiple BAU objectives and projects. Some typical day to day tasks will cover: Provide exceptional and first-class remote, on site, and telephone technical support across several key workflows, whilst building rapport with internal and external teams and colleagues. Assist with the creation of policies procedures and processes. Help in Generating Report of Ticketing and HW/SW Inventory Hardware / Software procurement and general system & application administration. Asset Management / License Capacity Management. End user Desktop / IT support Setup / Configuration / Profiling of laptops & mobile devices. Installation / Configuring / Documentation of Software and services. Co-ordinate with third party vendor for support and escalation. Zendesk & Service Management Tooling. Ensuring all support requests are logged in a timely manner. Working in Shift environment. Any additional task assigned with respective to IT Operation / Project management.

About You

This role could be a great fit for you if you have previous IT experience in similar shared service environment and have delivered exceptional IT technical support to end users within a helpdesk 1st or 2nd line support role. It is essential to have previously worked within an internationally focused environment. Essential skills and attributes for the role Fluent English, spoken and written Knowledge of Microsoft Windows 10 OS, Edge, Chrome, MS O365. Experience of MS Azure AD – MS Intune. Experience with Installation, Configuration of Peripherals devices. Previous experience of AD Component management, User access management, Credential management. Previous experience of regular update of OS, Patch update, Application update. Experience maintaining asset database, Document management. Haven taken care of whole IT asset life cycle. User onboarding and off boarding experience. Experience of IT service management disciplines, and to support hardware and software delivery in a fast-paced challenging environment. Solid background and providing IT support in managed environment. Ideally experience of common ITSM tools e.g Zendesk – Service Now.

“To achieve our aim of being among the most successful, sustainable and responsible companies in the world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed. Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.”

We are DS Smith, together with International Paper, we are a global leader in sustainable packaging solutions and other fibre-based products.We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. We employ more than 60,000 colleagues in North America and Europe, Middle East and Africa (EMEA), who are experts in innovation,manufacturing, design, sales, sustainability, supply chain, and much more. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Become part of a world-leading organisation and do your best work with us! As the journey continues of bringing together the strengths of both organisations, during your candidate experience you may engage with our colleagues from International Paper! You could visit an International Paper or DS Smith site or office.