Technical Support Administrator

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 qu...