Technical Support Administrator

S2 Global; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

S2 Global, an OSI Systems Company, seeks a Technical Support Administrator to provide Level 1 support from Hyderabad for international deployments. You will manage phone, email, and self-service tickets via ITSM, apply knowledge base procedures, and escalate to higher tiers as needed.

Ideal candidates have 2-3 years IT support experience, basic networking familiarity, ServiceNow exposure, and a valid passport for global coverage.

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 IT issues.
• Fluent English written and verbal skills.
• Other language fluency may be beneficial.
• Able to work with customers to achieve project objectives.
• ServiceNow experience is a plus.
• Experience in a global environment across multiple time zones.

Responsibilities

• Handle Level 1 support for international deployments using ITSM tools.
• Provide excellent customer service via phone, email, and self-service.
• Address alerts for outages or impacts in client environments.
• Perform system updates on client environments per KB.
• Restart services/servers and gather logs for higher tier teams.
• Document all work in a timely manner.
• Identify root causes of high-impact issues and escalate as needed.
• Follow ticket update requirements and company ethics.

Skills

IT support

Customer service

Troubleshooting

English fluency

Global time zones

Tools

ServiceNow

ITSM tools

Ticketing systems

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