Help Desk Support Engineer

Our challenge

We are looking for a detail-oriented and customer-focused 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. In 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 first-level 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 in-person, 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 end-users, 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: Bachelor’s 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: 4-5 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 problem-solving abilities.
• Availability: Flexibility to work in shifts or be on-call 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
• Laptop and a mobile phone
• 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-/short-term 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.
• On-demand 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 world’s leading tier-one banks, financial institutions and insurance firms
• A flat and approachable organization
• A truly diverse, fun-loving and global work culture

S​YNECHRON’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.