Service Desk Engineer

Job Summary

Synechron is seeking a dedicated Service Desk Engineer to be the front line of technical support within our organization. This role is essential in providing timely and effective assistance to employees and clients by troubleshooting issues related to computers, mobile devices, and other technology assets. The successful candidate will contribute to maintaining smooth IT operations, ensuring high levels of user satisfaction, and supporting continuous improvement of service processes. This position offers a foundation for growth within the IT support domain and an opportunity to develop technical skills in a dynamic work environment.

Software Requirements

Required Software Skills:

• IT Service Management (ITSM) ticketing tools (e.g., ServiceNow, ServiceDesk Plus, Freshservice) – knowledge of ticket logging, tracking, and resolution
• Remote diagnostic tools (e.g., TeamViewer, AnyDesk)
• Standard office productivity suites (MS Office, Google Workspace)
• Basic understanding of network troubleshooting tools (ping, traceroute)

Preferred Software Skills:

• Knowledge of enterprise asset management tools
• Familiarity with collaboration tools (Microsoft Teams, Slack)
• Monitoring tools or dashboards (e.g., SolarWinds, Nagios) – basic awareness

Overall Responsibilities

• Act as the initial contact for internal users and clients seeking technical support via phone, email, or ticketing systems
• Troubleshoot and resolve issues related to Windows OS, Mac OS, and other desktop/laptop applications
• Perform remote troubleshooting and diagnostic procedures to identify root causes
• Ensure all support requests are logged accurately with detailed troubleshooting steps
• Provide clear instructions and walk users through technical solutions efficiently
• Escalate unresolved issues to senior support teams promptly
• Verify the readiness of conference rooms and support meeting setups for client visits
• Contribute to the knowledge base by documenting new troubleshooting procedures
• Follow up with users regularly to update on issue resolution status
• Share user feedback and suggested improvements with relevant teams
• Maintain organization of support processes and identify opportunities for procedural enhancements

Technical Skills (By Category)

Troubleshooting & Diagnostic Skills:

• Essential: Diagnosing hardware/software issues with Windows and Mac OS
• Preferred: Basic networking troubleshooting (connectivity, LAN/Wi-Fi issues)

Operating Systems:

• Essential: Windows 7, Windows 8.1, Windows 10
• Essential: Mac OS (latest and previous versions)
• Preferred: RedHat OS or other enterprise Linux distributions

Tools & Platforms:

• Essential: Ticketing tools (e.g., ServiceNow, others)
• Preferred: Remote support platforms, diagnostic utilities

Networking Concepts:

• Basic understanding of IP, DNS, DHCP, and network connectivity

Experience Requirements

• Minimum of 2-4 years in a helpdesk or technical support environment
• Proven experience in managing Level 1 & Level 2 support tickets
• Hands-on experience troubleshooting desktop and laptop OS issues
• Experience in handling internal IT support requests in a corporate setting
• Knowledge of IT support best practices and ITIL fundamentals is advantageous

Alternative experience:
Candidates with equivalent practical experience managing end-user support in similar environments are encouraged to apply.

Day-to-Day Activities

• Respond to support requests via phone, email, or ticketing tools promptly
• Troubleshoot hardware and software issues, guiding users through resolution steps
• Perform remote diagnostics and troubleshooting procedures
• Document all interactions, actions taken, and resolutions in ticket logs
• Coordinate with higher support levels when necessary
• Verify and prepare conference rooms or meeting setups before client visits
• Regularly update users on support progress and resolution timelines
• Share insights and suggestions for improving support procedures
• Participate in team meetings and knowledge sharing sessions

Qualifications

• Educational background: BSc in IT, BCA, Computer Science, or relevant field
• Certifications: ITIL Foundation (preferred but not mandatory)
• Basic certifications in hardware or OS troubleshooting are advantageous
• Willingness to work in rotational shifts, including weekends and holidays when required
• Continuous learning mindset to stay updated with evolving technology support tools

Professional Competencies

• Excellent problem-solving and troubleshooting abilities
• Strong organizational skills with the ability to prioritize tasks effectively
• Good written and verbal communication skills
• Customer-oriented attitude and professional demeanor
• Self-motivated and able to work independently
• Willing to adapt to shift schedules and varying workload demands
• Ability to collaborate effectively within a team environment

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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