IT System Support Administrator

DS Smith; Hinoba-an; Hybrid; PHP 296,000 - 460,000; Full time

Job summary

DS Smith is seeking an IT Technical Support Administrator for the TMS Gurgaon hub. The role supports 300+ end users globally, with hybrid work up to 2 days from home and 3 days in the office on a monthly rotating pattern.

You’ll handle software, hardware, and project support, manage tickets, asset lifecycle, and collaborate with vendors while delivering high-quality IT service across regions.

Qualifications

• Fluent English, spoken and written.
• Knowledge of Microsoft Windows 10 OS, Edge, Chrome, MS O365.
• Experience with MS Azure AD and MS Intune.
• Experience with installation and configuration of peripheral devices.
• Experience with AD components, user access and credential management.
• Experience updating OS, patches and applications; asset data management.
• End-to-end IT asset lifecycle experience.
• User onboarding and offboarding experience.
• IT service management disciplines and delivering IT support in a fast-paced environment.
• Experience with ITSM tools such as Zendesk or ServiceNow.

Responsibilities

• Provide exceptional remote, on-site, and phone-based IT support across workflows.
• Assist with creation of policies, procedures, and processes.
• Generate reports on ticketing, hardware/software inventory, and procurement.
• Asset management and license capacity management.
• End-user desktop and mobile device setup and configuration.
• Install/configure/document software and services.
• Coordinate with third-party vendors for support and escalation.
• Utilise Zendesk and ServiceNow for ticketing and service management.
• Ensure all support requests are logged in a timely manner.
• Work in a hybrid shift environment and support IT operations/project tasks.

Skills

IT support

End-user support

Onboarding & offboarding

Asset management

Communication

Tools

Zendesk

ServiceNow

Azure AD

Intune

Windows 10

MS O365

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.

Typical day-to-day tasks

• 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.

Company Culture & Diversity

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.