Job Description
Software Requirements:
- Hands-on experience in troubleshooting user issues related to OS, Outlook, applications, etc.
- Experience with IT Service Management Ticketing Tools.
- Proficiency in troubleshooting desktop and laptop OS issues (Windows 7, Windows 8.1, Windows 10, Mac OS, RedHat OS).
- Good understanding of computer systems, mobile devices, and other tech products.
- Familiarity with networking concepts.
Overall Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or through the ticketing tool.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk customers through the problem-solving process.
- Direct unresolved issues to the next level of support personnel without delays.
- Provide accurate information on IT products or services.
Category-wise Technical Skills:
- Technical Support:Diagnostic and troubleshooting skills, ability to manage L1 and L2 tickets.
- IT Service Management:Hands-on experience with IT Service Management Ticketing Tools.
- Operating Systems:Troubleshooting experience with desktop and laptop OS (Windows 7, Windows 8.1, Windows 10, Mac OS, RedHat OS).
- Networking:Good networking concepts and troubleshooting skills.
Experience:
- Minimum of 2-4 years of total experience in Service Desk Operations.
- Proven experience as a help desk technician or in another customer support role for at least 2 years.
- Experience in handling internal IT issues.
Day-to-Day Activities:
- Participate in daily stand-up meetings to discuss and track progress on tickets and issues.
- Troubleshoot and resolve user issues related to OS, Outlook, applications, and other tech products.
- Check boardroom readiness before client visits.
- Create knowledge base articles for new issues faced.
- Perform remote troubleshooting and guide customers through the problem-solving process.
- Capture and document troubleshooting steps in ticket resolution logs.
- Handle escalated incidents and service requests, ensuring timely resolution.
- Coordinate with network teams for WAN link issues and implement service requests.
- Follow up with customers, providing regular status updates and information.
- Identify and suggest improvements to procedures.
Qualification:
- BSc in IT, BCA, Computer Science, or a relevant field.
- ITIL certification is a plus.
Soft Skills:
- Excellent written and verbal communication skills.
- Strong problem-solving and critical-thinking abilities.
- Ability to work collaboratively in a team-oriented environment.
- Highly organized with the ability to work on your initiative.
- Flexible and willing to work in rotational shifts and over weekends.
- Natural attitude for troubleshooting and problem-solving.
- Capture troubleshooting steps in ticket resolution logs.
- Handle pending tickets and drive the team for closure.
- Ensure the achievement of response service level agreements.
- Handle escalated incidents and service requests.
- Follow up and update customers with status updates and information regularly.
- Pass on any feedback or suggestions by customers to the appropriate internal teams.
- Coordinate with the primary network team for WAN link issues until resolved.
- Troubleshoot network problems and implement service requests.
- Identify and suggest possible improvements to procedures.
SYNECHRON’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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