Level 1 Service Desk Engineer

Job Summary

Synechron is seeking a proactive and customer-oriented Level 1 Service Desk Engineer to provide essential frontline support within our IT support team. This role involves handling user inquiries, diagnosing common hardware and software issues, and ensuring timely resolution of incidents to maintain seamless IT operations. The successful candidate will support end users by delivering professional assistance, documenting issues effectively, and contributing to continuous process improvements, thereby ensuring a positive user experience.

This position offers a valuable opportunity to develop foundational IT support skills, work within a collaborative environment, and grow your expertise in IT service management.

Software Requirements

Required Skills:

• Basic proficiency with service desk tools such as JIRA Service Desk or similar for incident logging and tracking
• Knowledge of ITIL incident management principles and service delivery standards
• Familiarity with Microsoft Windows operating systems (client and server editions)
• Ability to assist with Active Directory tasks such as password resets and account unlocks
• Understanding of remote access methods, including VPN and remote desktop solutions
• Basic knowledge of Virtual Desktop Infrastructure (VDI) systems, like VMware Horizon or similar, for initial troubleshooting
• Experience supporting printing solutions like SafeComm or equivalent

Preferred Skills:

• Experience using ServiceNow or other support management tools
• Basic scripting knowledge such as PowerShell or batch scripting for automations
• Some networking terminology (DNS, DHCP, VPN)

Overall Responsibilities

• Log, prioritize, and track incidents and service requests in the service desk system accurately
• Perform initial troubleshooting steps for common issues, including password resets, software errors, and peripheral access problems
• Assist users with remote access and Virtual Desktop Infrastructure (VDI) login issues
• Manage user accounts in Active Directory—reset passwords, unlock accounts, and update permissions as needed
• Escalate unresolved or complex issues to higher support levels following organizational procedures
• Communicate effectively with users to provide updates and resolutions
• Document incident details, troubleshooting steps, and resolutions clearly for future reference
• Support routine maintenance tasks such as software updates and hardware checks
• Participate in team meetings and ongoing training to enhance support skills
• Support continuous improvement initiatives for service desk processes

Strategic objectives:

• Ensure high levels of user satisfaction through prompt, accurate, and courteous support
• Minimize incident resolution times and repeat issues
• Uphold high standards of documentation and process adherence

Performance outcomes:

• Ticket resolution within set SLAs
• Accurate documentation and positive user feedback
• Increased first-call resolution rate over time

Technical Skills (By Category)

Service Desk Operations (Essential):

• Use of incident and request management tools like JIRA Service Desk or ServiceNow
• Understanding of ITIL principles related to incident management and service delivery
• Ability to log, categorize, and close tickets properly

Troubleshooting & User Support (Essential):

• Basic troubleshooting of hardware and software issues on Windows platforms
• Active Directory management including password resets and account unlocks
• Supporting remote access solutions and VDI environments (e.g., VMware Horizon)
• Assisting with printing issues and peripheral device troubleshooting

Networking & Hardware Support (Preferred):

• Knowledge of basic network connectivity issues (VPN, DNS, DHCP)
• Hardware troubleshooting for desktops, laptops, and peripherals

Automation & Documentation (Optional but Beneficial):

• Basic scripting skills in PowerShell, batch files for automating repetitive tasks
• Clear documentation skills for incident reports and knowledge articles

Experience Requirements

• 2-5 years of experience supporting end-user IT issues, preferably within a support desk or helpdesk environment
• Experience applying ITIL best practices for incident handling and service management
• Supporting hardware and software issues on Windows and VDI systems
• Customer service experience demonstrating patience, professionalism, and effective communication

Alternative pathways:
Candidates demonstrating strong technical aptitude, problem-solving, and a passion for IT support with relevant training or certifications may be considered.

Day-to-Day Activities

• Receive, prioritize, and resolve support tickets via the support platform
• Troubleshoot user-reported issues, including password resets, hardware repairs, and software problems
• Assist users with remote access requests and basic VDI troubleshooting
• Manage Active Directory user accounts and permissions
• Escalate complex or unresolved issues to higher-tier support efficiently
• Document incidents, troubleshooting steps, and resolution details accurately
• Perform routine system maintenance and validation tasks
• Collaborate with team members and participate in knowledge sharing and training activities
• Continuously seek opportunities to improve support processes and user experience

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent qualification
• Basic proficiency with support tools such as JIRA Service Desk or ServiceNow
• Knowledge of Windows operating systems and Active Directory management
• Familiarity with remote access, VDI, and printer support
• Good communication and interpersonal skills
• Willingness to work in shifts or outside regular hours if needed

Professional Competencies

• Excellent verbal and written communication skills
• Customer-focused mindset with patience and empathy
• Strong listening skills to understand user issues effectively
• Willingness to learn new tools, techniques, and support procedures
• Ability to work collaboratively within a team setting
• Organizational skills to manage multiple tickets and priorities
• Adaptability and flexibility to handle changing support needs

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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