Helpdesk Support Engineer

We are

At Synechron we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industryleading digital solutions. Synechrons progressive technologies and optimization strategies span endtoend Artificial Intelligence Consulting Digital Cloud & DevOps Data and Software Engineering servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization from Artificial Intelligence and Blockchain to Data Science models Digital Underwriting mobilefirst applications and more. Over the last 20 years our company has been honored with multiple employer awards recognizing our commitment to our talented teams. With top clients to boast about Synechron has a global workforce of 14500 and has 58 offices in 21 countries within key global markets.

Our challenge

We are looking for a detailoriented and customerfocused Helpdesk Support Engineer to join our IT support team. The ideal candidate will have strong technical troubleshooting skills a passion for helping users and the ability to resolve a variety of IT issues in a timely and professional manner.

Additional Information*

The base salary for this position will vary based on geography and other factors accordance with law the base salary for this role if filled within New York NY is $67k $87k/year & benefits (see below).

The Role

Responsibilities:

• Technical Support: Provide firstlevel support to users experiencing issues with software hardware network connectivity and IT systems with a particular focus on the Microsoft Office environment (including Office 365. Troubleshoot and resolve incidents via phone email or inperson logging all actions in the helpdesk ticketing system.

• Problem Identification and Resolution: Diagnose technical problems resolve incidents and escalate issues when necessary. Perform root cause analysis and apply solutions to prevent future occurrences.

• User Account Management: Handle user access requests password resets and permissions within various IT systems following security protocols to ensure data integrity.

• Hardware and Software Setup: Assist with the installation configuration and maintenance of computers software applications (including Zoom and Slack for collaboration) printers and other peripherals. Coordinate hardware replacement or repair as needed.

• Documentation: Maintain detailed records of support requests actions taken and final outcomes. Update and maintain user guides FAQs and knowledge base documentation for common technical issues.

• Proactive Maintenance: Identify and address potential technical issues before they impact users perform routine maintenance on IT systems and monitor IT infrastructure health.

• Customer Service: Foster positive relationships with endusers maintain a friendly and professional demeanor and strive to provide the highest level of service satisfaction.

• Collaboration: Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes.

Requirements:

• Education: Bachelors degree in Computer Science Information Technology or a related field is preferred. Relevant certifications (e.g. CompTIA A Microsoft Certified: Modern Desktop Administrator) are a plus.

• Experience: 13 years of experience in a helpdesk or technical support role. Experience supporting the Microsoft Office environment (including Office 365 Zoom and Slack is highly preferred.

• Technical Skills: Familiarity with Windows and/or macOS environments Office 365 Zoom Slack Intune and iOS basic networking concepts and common IT support tools. Knowledge of ticketing systems (e.g. ServiceNow JIRA) is advantageous.

• Soft Skills: Strong communication skills customer service orientation patience and ability to work under pressure. Strong analytical and problemsolving abilities.

• Availability: Flexibility to work in shifts or be oncall for emergency support as needed.

We offer:

• A highly competitive compensation and benefits package.

• A multinational organization with 58 offices in 21 countries and the possibility to work abroad.

• 10 days of paid annual leave (plus sick leave and national holidays).

• Maternity & paternity leave plans.

• A comprehensive insurance plan including medical dental vision life insurance and long/shortterm disability (plans vary by region).

• Retirement savings plans.

• A higher education certification policy.

• Commuter benefits (varies by region).

• Extensive training opportunities focused on skills substantive knowledge and personal development.

• Ondemand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.

• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.

• Cutting edge projects at the worlds leading tierone banks financial institutions and insurance firms.

• A flat and approachable organization.

• A truly diverse funloving and global work culture.

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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