Job Summary
Synechron is seeking a dedicated IT Service Desk Level 1 Support Engineer to support our company’s IT operations. This role focuses on incident logging, troubleshooting, and supporting end-user issues across hardware, software, and service platforms. The ideal candidate will have foundational IT support skills, strong communication abilities, and a customer-centric mindset to deliver efficient solutions while collaborating within a fast-paced environment supporting enterprise IT infrastructure.
Software Requirements
Required Software Proficiency:
Service Desk Ticketing Tools (e.g., JIRA Service Desk, ServiceNow support module) — for logging, tracking, and managing incidents and service requests
Office productivity tools: Microsoft Office Suite (Word, Excel, PowerPoint) — standard in documenting issues and solutions
Remote access tools: VPN, Remote Desktop Protocols (RDP), or similar — for supporting remote users (preferred)
Email clients and communication tools supporting user requests and internal communication
Preferred Software Skills:
Asset management or configuration management tools supporting hardware and software tracking
Supporting scripting or automation: PowerShell (basic) — for automating routine admin tasks
Overall Responsibilities
Provide first-level technical support to end-users across hardware, software, and network issues
Log and prioritize support tickets with accuracy and detail, following organizational standards
Troubleshoot common endpoint, software, and network connectivity issues supported by company standards
Support onboarding and offboarding processes for hardware and software access
Support remote user requests, including VPN, email, and desktop support activities
Follow standard operating procedures to resolve issues efficiently and effectively
Escalate complex incidents to Tier 2 or Tier 3 support teams while providing detailed documentation
Maintain regular communication with users, stakeholders, and support teams regarding incident status and resolution timelines
Support hardware inventory updates, access provisioning, and basic system administration activities
Technical Skills (By Category)
Support Tools & Ticketing Systems (Essential):
JIRA Service Desk, ServiceNow (support modules) — for incident and request tracking
Knowledge of ticket management, categorization, and service prioritization methods
Remote Support & Access:
VPN, RDP, remote management tools supporting remote troubleshooting (preferred)
Hardware & Software Support:
Basic understanding of Windows OS, email clients, and common enterprise applications
Scripting & Automation Support (Preferred):
PowerShell — for automating routine administrative tasks (basic knowledge)
Networking & Connectivity:
General understanding of network connectivity, Wi-Fi, LAN WANS support supporting remote access issues
Experience Requirements
2 to 5 years of experience supporting enterprise IT environments or IT service desks
Basic understanding of hardware, operating systems, and enterprise applications support
Experience in troubleshooting endpoint, connectivity, and software issues supporting business users
Experience supporting remote, mobile, or distributed users preferred
Alternative pathways include IT internships, service desk support roles, or technical assistant positions supporting enterprise environments
Day-to-Day Activities
Log, categorize, and prioritize support tickets arising from hardware, software, or network issues
Troubleshoot and resolve endpoint and application issues for end users promptly
Support remote users with VPN and remote desktop access support requests
Document problem details, troubleshooting steps, and resolution efforts
Escalate incidents appropriately while maintaining communication with users and stakeholders
Support hardware inventory updates, user access provisioning, and asset management
Collaborate with Tier 2/3 support teams for complex incident resolution
Contribute to maintaining a knowledge base of known issues and solutions
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
2 to 5 years supporting enterprise IT environments or service desk roles supporting hardware and software issues
Basic knowledge of Windows OS, enterprise applications, and networking concepts
Certification such as CompTIA A+ or ITIL Foundation (preferred)
Experience supporting remote or distributed user environments supporting enterprise applications
Professional Competencies
Strong analytical and troubleshooting skills supporting diverse technical issues
Effective communication and interpersonal skills to liaise with users and support teams
Customer-focused mindset with patience and empathy for end-user support
Ability to work independently, prioritize tasks, and manage time effectively
Adaptability to changing priorities and fast-paced operational environments
Willingness to learn new tools, support processes, and emerging technologies
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YNECHRON’S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law
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