Technical Support Administrator

Rapiscan Systems, Inc.; Hyderabad; On-site; INR 480,000 - 640,000; Full time

Job summary

S2 Global, an OSI Systems Company, seeks a Technical Support Administrator to work from our Hyderabad, India office. You will provide Level 1 IT support for international deployments and ensure 24/7/365 coverage for our clients.

You will handle customer calls, emails and self-service, address alerts, perform system updates, gather logs, and document work in the ticketing system while coordinating with higher tiers. The role requires shift work including holidays as needed.

Qualifications

• 2–3 years of IT support experience.
• Experience with local and wide area networks.
• Fluent English (written and spoken).
• ServiceNow experience is a plus.

Responsibilities

• Handle Level 1 support for international deployments using ITSM tool.
• Provide excellent customer service via phone, email, and self-service.
• Address alerts for outages or impacts in client environments.
• Update client environments post-system updates following KB.
• Restart services/servers and collect logs for higher tier teams.
• Document work in a timely manner.
• Identify root causes of high-impact issues and escalate.
• Follow ticket update requirements.

Skills

IT support

Networking fundamentals

English fluency

ServiceNow

Tools

ITSM tools

Log analysis

Job description

Overview

S2 Global, an OSI Systems Company is seeking a Technical Support Administrator to work from our office location in Hyderabad, India.

S2 Global is the 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. Focused on Operations, Integration and Training, S2 Global's solutions ensure that customers have the advanced technologies and sophisticated techniques to significantly increase their screening capabilities.

This position is one of several that are based in India that will ensure 24/7/365 coverage of our clients, as a result working holidays will be a requirement, and depending on shift may be weekend and or overnight shifts (exact shift details to be coordinated during interview/onboarding meeting).

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).

• Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork
• Demonstrate behavior consistent with the Company's Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• 2-3 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.
• Other language Fluency will be given additional consideration, details of fluency need to be provided.
• 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.
• Need Valid passport