Internal IT Support Specialist | Troubleshooting Windows, Mac, Network & Ticketing Experience

Job Summary

Synechron is seeking a dedicated IT Operations Support Specialist to serve as the frontline technical support point for our internal users. In this role, you will troubleshoot and resolve hardware, software, network, and system issues efficiently to ensure seamless day-to-day operational continuity. Your technical expertise and customer service skills will contribute to maintaining a productive IT environment, supporting business functions, and enhancing user satisfaction through timely and effective solutions.

Software Requirements

Required Skills:

• Experience working with IT Service Management (ITSM) ticketing tools (e.g., ServiceNow, Remedy, or equivalent)
• Troubleshooting tools and diagnostic utilities for Windows, macOS, and Red Hat Linux
• Remote support platforms (e.g., TeamViewer, AnyDesk, or remote desktop tools)
• Network troubleshooting tools (e.g., ping, tracert, Wireshark basics)
• Knowledge of standard Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Preferred Skills:

• Automation or scripting skills for troubleshooting (PowerShell, Bash, or Python)
• Network monitoring and diagnostic tools
• Mobile device management solutions

Overall Responsibilities

• Act as the first contact for internal users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve user issues related to operating systems, applications, network connectivity, VDI, and hardware.
• Conduct remote diagnostics to determine root causes of technical problems.
• Ensure user devices (desktop, laptop, mobile) and peripherals are operational and optimized.
• Check and prepare boardrooms for client visits, including setting up hardware and confirming system readiness.
• Document technical issues, troubleshooting procedures, and resolutions in ticket logs.
• Contribute knowledge base articles by documenting new issues and solutions to facilitate future support.
• Escalate unresolved tickets promptly to higher-level support teams.
• Drive incidents and service requests toward resolution within agreed service levels.
• Follow up with customers on support status and communicate updates proactively.
• Coordinate with network teams to resolve WAN link issues and other network-related problems.
• Suggest improvements to existing procedures, tools, and workflows.
• Perform regular maintenance checks and system updates as required.

Technical Skills (By Category)

• Operating Systems:
• Required: Windows (Windows 7, 8.1, 10), macOS, Red Hat Linux (intermediate knowledge)
• Preferred: Experience supporting other Linux distributions or virtualized environments
• Networking Concepts:
• Knowledge of TCP/IP, DHCP, DNS, VPN, LAN/WAN, Wi-Fi troubleshooting
• Hardware & Peripherals:
• Troubleshooting desktops, laptops, printers, and peripherals
• Tools & Diagnostic Utilities:
• Remote desktop tools, diagnostic utilities, ticketing platforms (ITSM)
• Development & Scripting:
• Preferred: Basic scripting for automation (PowerShell, Bash, Python)
• Security & Compliance:
• Understanding of basic security protocols and data privacy best practices

Experience Requirements

• Minimum of 3 years experience in internal IT support, helpdesk, or technical support roles.
• Hands-on experience troubleshooting hardware, operating systems, applications, and network issues.
• Proven track record in managing L1 and L2 support tickets efficiently.
• Experience using ITSM or ticketing tools in a corporate environment.
• Industry-specific experience (e.g., finance, banking, consulting) is advantageous but not mandatory.
• Alternative pathways include candidates with extensive technical support background in related sectors or relevant vocational training.

Day-to-Day Activities

• Receive and log support requests via phone, email, or ticketing system.
• Diagnose and resolve issues with desktops, laptops, mobile devices, and network connectivity.
• Conduct remote troubleshooting sessions and guide users through problem resolution.
• Document solutions and troubleshooting steps in tickets and knowledge bases.
• Follow up with users to confirm issue resolution and provide guidance on preventive practices.
• Coordinate with the network team for WAN and connectivity issues.
• Perform routine maintenance, updates, and pre-visit hardware checks.
• Attend team meetings for ongoing support improvements and escalations.
• Handle escalated incidents promptly, communicating with users and stakeholders.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified Support Specialist, or ITIL Foundation, are preferred.
• Training in ITSM tools and remote support platforms.
• Continual learning in current IT support techniques, security best practices, and hardware/software updates.
• Willingness to work rotational shifts and/or weekends as required to support 24/7 operational needs.

Professional Competencies

• Strong diagnostic and analytical skills with a systematic approach to troubleshooting.
• Excellent verbal and written communication skills, capable of translating technical issues into understandable language.
• Customer service orientation with patience and professionalism.
• Highly organized, proactive, and able to prioritize tasks independently.
• Adaptability to changing technologies and operational requirements.
• Ability to work effectively under pressure and manage multiple incidents simultaneously.
• Collaborative mindset, ready to coordinate with various internal teams and stakeholders.