IT System Support Administrator

DS Smith Europe; Gurugram District; Hybrid; INR 500,000 - 750,000; Full time

Job summary

DS Smith Europe seeks an IT Technical Support Administrator for our Gurgaon shared service centre. You will support 300+ end users globally across regions, handling software, hardware and project requests with a customer-facing mindset.

You will work in a hybrid setup with up to two days at home and three days in the office on rotating shifts, reporting to the IT Support Team Lead. Prior IT support in a global environment is essential.

Qualifications

• Fluent English, spoken and written.
• Experience in IT service management disciplines.

Responsibilities

• Provide remote, on-site and telephone technical support across multiple workflows.

Skills

Fluent English

IT support

ITSM experience

Tools

Windows 10

Edge

Chrome

MS 365

Azure AD

Intune

Zendesk

ServiceNow

AD management tools

Asset management tools

Job description

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.

About the Role

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,sustainableand 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.”