Internal IT Support Specialist | Troubleshooting Windows, Mac, Network & Ticketing Experience

Job Summary

Synechron is seeking a dedicated IT Operations Support Specialist to serve as the frontline technical support point for our internal this role you will troubleshoot and resolve hardware software network and system issues efficiently to ensure seamless day-to-day operational continuity. Your technical expertise and customer service skills will contribute to maintaining a productive IT environment supporting business functions and enhancing user satisfaction through timely and effective solutions.

Software Requirements

Required Skills:

• Experience working with IT Service Management (ITSM) ticketing tools (e.g. ServiceNow Remedy or equivalent)

• Troubleshooting tools and diagnostic utilities for Windows macOS and Red Hat Linux

• Remote support platforms (e.g. TeamViewer AnyDesk or remote desktop tools)

• Network troubleshooting tools (e.g. ping tracert Wireshark basics)

• Knowledge of standard Microsoft Office Suite (Outlook Word Excel PowerPoint)

Preferred Skills:

• Automation or scripting skills for troubleshooting (PowerShell Bash or Python)

• Network monitoring and diagnostic tools

• Mobile device management solutions

Overall Responsibilities

• Act as the first contact for internal users seeking technical assistance via phone email or ticketing system.

• Troubleshoot and resolve user issues related to operating systems applications network connectivity VDI and hardware.

• Conduct remote diagnostics to determine root causes of technical problems.

• Ensure user devices (desktop laptop mobile) and peripherals are operational and optimized.

• Check and prepare boardrooms for client visits including setting up hardware and confirming system readiness.

• Document technical issues troubleshooting procedures and resolutions in ticket logs.

• Contribute knowledge base articles by documenting new issues and solutions to facilitate future support.

• Escalate unresolved tickets promptly to higher-level support teams.

• Drive incidents and service requests toward resolution within agreed service levels.

• Follow up with customers on support status and communicate updates proactively.

• Coordinate with network teams to resolve WAN link issues and other network-related problems.

• Suggest improvements to existing procedures tools and workflows.

• Perform regular maintenance checks and system updates as required.

Technical Skills (By Category)

• Operating Systems:

  • Required: Windows (Windows 7 8.1 10) macOS Red Hat Linux (intermediate knowledge)

  • Preferred: Experience supporting other Linux distributions or virtualized environments

• Networking Concepts:

  • Knowledge of TCP/IP DHCP DNS VPN LAN/WAN Wi-Fi troubleshooting

• Hardware & Peripherals:

  • Troubleshooting desktops laptops printers and peripherals

• Tools & Diagnostic Utilities:

  • Remote desktop tools diagnostic utilities ticketing platforms (ITSM)

• Development & Scripting:

  • Preferred: Basic scripting for automation (PowerShell Bash Python)

• Security & Compliance:

  • Understanding of basic security protocols and data privacy best practices

Experience Requirements

• Minimum of 3 years experience in internal IT support helpdesk or technical support roles.

• Hands-on experience troubleshooting hardware operating systems applications and network issues.

• Proven track record in managing L1 and L2 support tickets efficiently.

• Experience using ITSM or ticketing tools in a corporate environment.

• Industry-specific experience (e.g. finance banking consulting) is advantageous but not mandatory.

• Alternative pathways include candidates with extensive technical support background in related sectors or relevant vocational training.

Day-to-Day Activities

• Receive and log support requests via phone email or ticketing system.

• Diagnose and resolve issues with desktops laptops mobile devices and network connectivity.

• Conduct remote troubleshooting sessions and guide users through problem resolution.

• Document solutions and troubleshooting steps in tickets and knowledge bases.

• Follow up with users to confirm issue resolution and provide guidance on preventive practices.

• Coordinate with the network team for WAN and connectivity issues.

• Perform routine maintenance updates and pre-visit hardware checks.

• Attend team meetings for ongoing support improvements and escalations.

• Handle escalated incidents promptly communicating with users and stakeholders.

Qualifications

• Bachelors degree in Computer Science Information Technology or equivalent.

• Relevant certifications such as CompTIA A Network Microsoft Certified Support Specialist or ITIL Foundation are preferred.

• Training in ITSM tools and remote support platforms.

• Continual learning in current IT support techniques security best practices and hardware/software updates.

• Willingness to work rotational shifts and/or weekends as required to support 24/7 operational needs.

Professional Competencies

• Strong diagnostic and analytical skills with a systematic approach to troubleshooting.

• Excellent verbal and written communication skills capable of translating technical issues into understandable language.

• Customer service orientation with patience and professionalism.

• Highly organized proactive and able to prioritize tasks independently.

• Adaptability to changing technologies and operational requirements.

• Ability to work effectively under pressure and manage multiple incidents simultaneously.

• Collaborative mindset ready to coordinate with various internal teams and stakeholders.

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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