L1 Service Desk Engineer | IT Support & Incident Management

Job Summary
Synechron is seeking an attentive and customer-focused L1 Service Desk Engineer to provide efficient technical support for end-users across various hardware and software environments. This entry-level to mid-level role involves troubleshooting incident logging and service request management ensuring swift resolution of common IT issues. The successful candidate will play a vital role in maintaining operational stability delivering excellent user support and contributing to overall IT service quality.

Software Requirements

Required Software Skills:

• Basic proficiency in service desk tools such as JIRA Service Desk ServiceNow or similar for incident logging and tracking

• Familiarity with remote support tools (e.g. TeamViewer AnyDesk)

Preferable Skills:

• Experience with ITSM tools and ticket management systems

• Basic scripting knowledge to automate common tasks (PowerShell Bash etc.)

Overall Responsibilities

• Log categorize prioritize and track incidents and service requests using service desk tools

• Perform initial troubleshooting for common technical issues including password resets software issues and hardware faults

• Assist users with password resets account unlocks via Active Directory and basic VDI/remote access support

• Escalate complex issues to higher-tier support teams with comprehensive documentation and context

• Maintain accurate documentation of issues resolutions and support processes

• Support hardware troubleshooting including printers workstations and peripherals

• Follow ITIL-based incident management procedures to ensure timely resolution and user satisfaction

• Contribute to knowledge base updates and support documentation for recurring issues

Technical Skills (By Category)

• Incident Management & Ticketing: JIRA Service Desk ServiceNow (required)

• Troubleshooting: Basic hardware and software issues password resets Active Directory remote access VDI printing solutions (required)

• Active Directory: User account management permissions account unlocks (required)

• Remote Support & VDI: Basic troubleshooting and user assistance for remote desktop solutions and VMware-based virtual desktops (required)

• Operating Systems: Windows 10/11 basic Linux skills (preferred)

• Networking: IP configurations VPN Wi-Fi basics (preferred)

Experience Requirements

• 2 to 5 years of experience supporting end-user IT issues in a corporate environment

• Hands-on experience with service desk operations incident management and troubleshooting

• Experience working within ITIL frameworks or ITSM toolsets

• Familiarity with enterprise hardware printers and common workplace software solutions

• Knowledge of Active Directory and remote access technologies

Day-to-Day Activities

• Handle incoming support tickets classify incidents and prioritize as per organizational guidelines

• Conduct initial troubleshooting and resolve straightforward issues swiftly

• Assist users with authentication remote access and basic hardware problems

• Collaborate with higher support tiers for complex incidents and track progress

• Document procedures solutions and common issues in the knowledge management system

• Participate in team meetings sharing insights for process improvements

• Maintain a professional courteous demeanor in all user interactions

Qualifications

• Bachelors degree in Computer Science Information Technology or related field (or equivalent experience)

• ITIL Foundation certification or willingness to pursue certification

• Relevant certifications such as CompTIA A or Microsoft Certified Professional (preferred)

• Ongoing professional development and learning in IT support best practices

Professional Competencies

• Strong communication skills for effective user interaction and documentation

• Customer-centric attitude patience and empathy when supporting users

• Ability to work collaboratively within a team and escalate issues appropriately

• Good organizational skills and attention to detail

• Adaptability to new tools processes and changing priorities

• Problem-solving mindset with a focus on prompt resolution

SYNECHRONS 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 applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.

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