IT Support Specialist | Incident Management, Remote Support & Enterprise Hardware/Software Support

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

S​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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