Technical Support Administrator - Hyderabad / Secunderabad, Telangana - Osi Systems

    Osi Systems
    Osi Systems Hyderabad / Secunderabad, Telangana

    1 day ago

    Full time
    Description

    Responsibilities

    • Provide Level 1 technical support for S2 Global's international deployments using ITSM tools.
    • Respond to customer inquiries via phone, email, and self-service portals with excellent service.
    • Monitor and address alerts related to client system outages or performance issues.
    • Execute system updates and basic maintenance tasks by following documented procedures.
    • Perform issue resolution activities, such as restarting services/servers and gathering logs.
    • Accurately document all activities and resolutions in client support tickets.
    • Identify and escalate recurring or impactful (P1/P2) issues to management for root cause analysis and problem management.
    • Ensure compliance with ticket update protocols, including frequency, audience, and detail.
    • Uphold core company values: Integrity, Innovation, Accountability, and Teamwork.
    • Adhere to the Code of Ethics and proactively report quality concerns to management.
    • Be flexible with duties, which may evolve based on business requirements.

    Qualifications

    • 2–3 years of experience in IT support or technical support roles.
    • Understanding of IT concepts and terminology, especially around LAN/WAN.
    • Strong troubleshooting abilities related to general IT/system issues.
    • Excellent verbal and written communication skills in English.
    • Additional language proficiency is a plus and should be disclosed.
    • Experience using ITSM tools (e.g., ServiceNow) is preferred.
    • Ability to work across global time zones and in rotational shifts.
    • Must possess a valid passport.

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