Senior IT Support Specialist

Office Address : #16 Salarpuria Premia (Opp. Cessna Business Park), Sarjapur Outer Ring Road (ORR), Bangalore 560103 We are seeking an experienced IT Support Specialist to enhance our team, focusing on our ASP ACCESS™ Technology. This critical role supports the integration of ASP’s advanced sterilization and disinfection systems with healthcare servers and tracking systems through smart information-sharing technology. The ideal candidate will possess a deep understanding of IT principles, remote support capabilities, Linux systems, networking, VPNs, firewall configurations, and security protocols. Responsibilities include troubleshooting complex issues, managing incident tickets, conducting root cause analyses, and providing desktop support to maintain seamless IT operations. This role will have some level of responsibilities to providing guidance to the support team, maintaining their support schedules, and monitoring service levels. Duties and Responsibilities

• Linux Operating Systems and Desktop Support: Offer expert-level remote support for Linux operating systems and desktops. Diagnose and resolve issues related to software, hardware, and configurations using remote tools and technologies.
• VPN Issues and Support: Manage and support VPN access for remote users, troubleshoot connectivity issues, and ensure secure and stable VPN operations.
• Firewall Understanding and Configuration: Understand and configure firewalls to ensure network security. Manage firewall settings to optimize performance and security.
• Root Cause Analysis: Perform detailed root cause analysis for recurring or significant incidents. Implement preventive measures to reduce future occurrences.
• User and Password Management: Manage user accounts and password policies. Assist users with password resets and account access issues.
• Basic Network Troubleshooting: Diagnose and resolve basic network issues related to TCP/IP, DNS, DHCP, and other networking protocols. Ensure reliable network connectivity for all users.
• Software Upgrade: Manage and support all software patches release and update.
• IT Security: Understanding of latest cyber security policies.
• Incident Ticket Management: Efficiently manage and prioritize incident tickets. Ensure timely resolution of issues and communicate effectively with stakeholders throughout the process.
• Service Case Management: Effectively and efficiently document processes, manage all assigned OneAPS cases and ensure timely closure of assigned cases.
• Customer Service Excellence: Deliver outstanding customer service, maintain professionalism, and ensure customer satisfaction in every interaction.
• Effective Remote Communication: Maintain clear and effective communication with users and team members, providing remote support and guidance to resolve issues swiftly and satisfactorily.
• User Training and Documentation: Develop and provide training materials for end-users on the proper use of ASP ACCESS™ Technology. Create and maintain comprehensive documentation on system configurations and troubleshooting procedures. New data station will continue to be on Linux platform or possibility of moving onto Windows platform?

• Bachelor’s Degree or above
• Minimum of 7+ years’ experience in similar role supporting IT systems
• Medical Device industry or medical field is a plus
• Proven experience in IT support, with a strong focus on Linux, networking, and security.
• In-depth knowledge of Linux operating systems, desktop environments, and troubleshooting techniques.
• Experience with VPN setup, troubleshooting, and management.
• Understanding of firewalls, including configuration and management.
• Familiarity with incident ticket management systems and processes.
• Familiarity with SalesForce (SFDC) service delivery system.
• Ability to conduct thorough root cause analysis and implement effective solutions.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Network+, Linux+, Security+) are preferred.
• A degree in Information Technology, Computer Science, or a related field is advantageous.
• Ability to work effectively in a fast-paced and dynamic environment.
• Ability to determine support needs and train end-users.
• Experience in documenting processes and monitoring performance metrics.
• Some level of people management experience.