Senior Service Desk Engineer (Windows & MacOS Support, Ticketing & Customer Resolution)

Job Summary

Synechron is looking for an experienced Senior Service Desk Engineer to be a key frontline support resource within our IT support team. This role is responsible for delivering efficient technical assistance to users diagnosing and resolving hardware software and network issues and ensuring a seamless IT experience for employees and stakeholders. The ideal candidate will contribute to maintaining high service quality support incident resolution and facilitate the continuous improvement of support processes. This position offers growth opportunities for professionals seeking to deepen their IT service management expertise and technical support capabilities.

Software Requirements

Required Software Skills:

• IT Service Management (ITSM) ticketing tools (e.g. ServiceNow ServiceDesk Plus Freshservice) for handling L1 and L2 tickets
• Remote support tools (e.g. TeamViewer AnyDesk)
• Office productivity applications (MS Office Google Workspace)
• Diagnostic utilities (ping traceroute network analysis tools)

Preferred Software Skills:

• Monitoring or dashboard tools (e.g. SolarWinds Nagios)
• Knowledge management platforms
• Network configuration tools

Overall Responsibilities

• Act as the primary point of contact for internal users and clients providing technical support via phone email or ticketing systems
• Troubleshoot and resolve issues related to Windows (7 8.1 10) Mac OS and other desktop/laptop OS (including RedHat if applicable)
• Diagnose and resolve user issues related to applications like Outlook VDI and other enterprise software
• Check room readiness and support technical setup for client visits and meetings
• Document troubleshooting steps actions and solutions thoroughly in tickets and knowledge bases
• Escalate unresolved issues promptly to appropriate support levels
• Drive timely ticket resolution and ensure adherence to service level agreements (SLAs)
• Follow up with users regarding ticket status and resolution updates
• Contribute to process improvements and create knowledge base articles for recurring issues
• Coordinate with network teams in resolving connectivity issues or implementing service requests
• Offer feedback on support processes and suggest optimizations

Technical Skills (By Category)

Troubleshooting & Diagnostic Skills:

• Essential: Diagnosing and resolving hardware/software issues on Windows and Mac OS
• Preferred: Basic diagnosis of network issues and connectivity problems

Operating Systems:

• Essential: Windows 7 8.1 10; Mac OS (latest & previous versions)
• Preferred: RedHat OS and familiarity with enterprise Linux environments

Tools & Platforms:

• Essential: Ticketing system proficiency (ServiceNow ServiceDesk Plus etc.)
• Preferred: Knowledge base management remote support tools

Networking Concepts:

• Basic understanding of IP addressing DNS DHCP and LAN/WAN connectivity

Experience Requirements

• Minimum 4-7 years in service desk or technical support roles within corporate environments
• Proven experience managing Level 1 and Level 2 support requests
• Demonstrated ability to troubleshoot desktop OS issues applications and basic network problems
• Experience in handling incident escalation and resolution
• Knowledge of ITIL best practices is desirable

Alternative experience:
Candidates with extensive hands-on support experience and a track record of resolving diverse technical issues are encouraged to apply.

Day-to-Day Activities

• Handle incoming support requests via phone email or ticketing portals prioritizing and categorizing issues
• Troubleshoot and resolve user issues with desktops laptops applications and network connections
• Conduct remote diagnostics and support sessions to determine root causes
• Log detailed resolution steps and update tickets with accurate information
• Escalate complex or unresolved problems to higher-level support teams
• Monitor open tickets ensure timely closure and follow SLA requirements
• Prepare and verify client meeting rooms and equipment prior to visits
• Document knowledge articles for common issues and contribute to process enhancements
• Communicate regularly with users about ticket progress and resolution timelines
• Collaborate with network or other technical teams to resolve connectivity or hardware issues
• Provide feedback to improve service desk procedures

Qualifications

• Bachelors degree in IT Computer Science BCA or relevant field
• ITIL Foundation certification (preferred)
• Proven ability to diagnose resolve and document technical issues effectively
• Excellent communication skills (verbal and written)
• Flexibility to work rotational shifts including weekends and holidays as required
• Willingness to continuously upgrade skills and stay current with emerging technologies

Professional Competencies

• Strong analytical and problem-solving abilities
• Organized proactive and self-motivated
• Ability to work independently and efficiently manage multiple tickets
• Excellent communication and customer service skills
• Collaboration skills to coordinate with cross-functional teams
• Adaptability to shift schedules and dynamic support environments
• Continuous learning mindset to develop technical expertise

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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