Information Technology System Support Administrator

IT Technical support administrator – TMS Gurgaon

TMS Global are a wholly owned subsidiary of DS Smith PLC, an International Paper Company, a multi-national packaging and display manufacturing business who are a leading global provider of corrugated packaging solutions. TMS Global specialise in the outsourcing of retail display, print and packaging for a variety of global customers and are active in 97 markets globally and we are made up of just over 300 people who are spread internationally across APAC, LATAM, EMEA and NA.

About the Role

Within this role you will be joining an established shared service centre in Gurgaon, and an IT Services team of 5 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 rotational shifts aligned to either US or EU 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 around 4 years 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.

Skills and attributes for success

• 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.

If you think this role sounds like an exciting challenge and feel you have the right skills and experience to succeed, then please get it touch.