Level 1 Service Desk Engineer - IT Support and Incident Management

L1 Service Desk Engineer | IT Support & Incident Management

Job Summary
Synechron is seeking an attentive and customer-focused L1 Service Desk Engineer to provide efficient technical support for end-users across various hardware and software environments. This entry-level to mid-level role involves troubleshooting, incident logging, and service request management, ensuring swift resolution of common IT issues. The successful candidate will play a vital role in maintaining operational stability, delivering excellent user support, and contributing to overall IT service quality.

Software Requirements

Required Software Skills:

• Basic proficiency in service desk tools such as JIRA Service Desk, ServiceNow, or similar for incident logging and tracking

• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk)

Preferable Skills:

• Experience with ITSM tools and ticket management systems

• Basic scripting knowledge to automate common tasks (PowerShell, Bash, etc.)

Overall Responsibilities

• Log, categorize, prioritize, and track incidents and service requests using service desk tools

• Perform initial troubleshooting for common technical issues, including password resets, software issues, and hardware faults

• Assist users with password resets, account unlocks via Active Directory, and basic VDI/remote access support

• Escalate complex issues to higher-tier support teams with comprehensive documentation and context

• Maintain accurate documentation of issues, resolutions, and support processes

• Support hardware troubleshooting, including printers, workstations, and peripherals

• Follow ITIL-based incident management procedures to ensure timely resolution and user satisfaction

• Contribute to knowledge base updates and support documentation for recurring issues

Technical Skills (By Category)

• Incident Management & Ticketing: JIRA Service Desk, ServiceNow (required)

• Troubleshooting: Basic hardware and software issues, password resets, Active Directory, remote access, VDI, printing solutions (required)

• Active Directory: User account management, permissions, account unlocks (required)

• Remote Support & VDI: Basic troubleshooting and user assistance for remote desktop solutions and VMware-based virtual desktops (required)

• Operating Systems: Windows 10/11, basic Linux skills (preferred)

• Networking: IP configurations, VPN, Wi-Fi basics (preferred)

Experience Requirements

• 2 to 5 years of experience supporting end-user IT issues in a corporate environment

• Hands-on experience with service desk operations, incident management, and troubleshooting

• Experience working within ITIL frameworks or ITSM toolsets

• Familiarity with enterprise hardware, printers, and common workplace software solutions

• Knowledge of Active Directory and remote access technologies

Day-to-Day Activities

• Handle incoming support tickets, classify incidents, and prioritize as per organizational guidelines

• Conduct initial troubleshooting and resolve straightforward issues swiftly

• Assist users with authentication, remote access, and basic hardware problems

• Collaborate with higher support tiers for complex incidents and track progress

• Document procedures, solutions, and common issues in the knowledge management system

• Participate in team meetings, sharing insights for process improvements

• Maintain a professional, courteous demeanor in all user interactions

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)

• ITIL Foundation certification or willingness to pursue certification

• Relevant certifications such as CompTIA A+ or Microsoft Certified Professional (preferred)

• Ongoing professional development and learning in IT support best practices

Professional Competencies

• Strong communication skills for effective user interaction and documentation

• Customer-centric attitude, patience, and empathy when supporting users

• Ability to work collaboratively within a team and escalate issues appropriately

• Good organizational skills and attention to detail

• Adaptability to new tools, processes, and changing priorities

• Problem-solving mindset with a focus on prompt resolution

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.

Candidate Application Notice

Experience Level

Mid Level