We Are:
At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content. Join us to transform the future through continuous technological innovation.
You Are:
You are an experienced IT support professional with a passion for delivering outstanding technical assistance to a diverse, global workforce. With at least 5-6 years of hands-on experience in end-user or desktop support, you thrive in fast-paced environments and enjoy solving complex technical issues with patience and precision. You excel in both Windows and Mac environments, and are adept at troubleshooting a wide range of hardware, software, and connectivity challenges. You are highly organized, detail-oriented, and take pride in upholding high standards for service quality, accuracy, and communication.Your strong understanding of IT support metrics such as AHT, SLA, and quality benchmarks allows you to monitor, report, and drive improvements within your team. You are comfortable creating actionable reports, sharing feedback, and leading technical refreshers to ensure the team is always at the cutting edge. You bring a collaborative spirit, strong interpersonal skills, and a commitment to continuous learning. Your technical toolkit includes expertise in ServiceNow, Bomgar, Teams, ZOOM, MS-Office, Exchange, Active Directory, and networking fundamentals. You communicate clearly, act with empathy, and maintain professionalism—even in high-pressure situations. If you are looking to make an impact in a globally recognized technology leader, we invite you to bring your talents to Synopsys.
What You’ll Be Doing:
- Providing multi-channel IT support (phone, ticket, and chat) to Synopsys employees worldwide, ensuring prompt and effective resolution of technical issues.
- Troubleshooting and resolving moderate to complex problems related to laptops, desktops, mobile devices, and business-critical applications.
- Managing and updating ticket status on ServiceNow, keeping end-users and management informed throughout the resolution lifecycle.
- Developing and maintaining quality metrics and reports at both team and management levels, including analysis of call/chat volumes and SLA adherence.
- Conducting regular technical refreshers and feedback sessions to elevate team performance and knowledge.
- Supporting and maintaining robust working relationships with end users, ensuring high levels of satisfaction and engagement.
- Assisting with account management, access issues, and troubleshooting network and connectivity problems (LAN/WAN, TCP/IP, DHCP).
- Collaborating with cross-functional teams and escalating complex issues as needed to ensure swift and comprehensive solutions.
The Impact You Will Have:
- Enhancing productivity and minimizing downtime for Synopsys employees by providing timely, expert IT support.
- Elevating the quality and efficiency of IT support operations through data-driven reporting and continuous process improvement.
- Contributing to a positive and inclusive workplace culture by fostering strong relationships and delivering exceptional service.
- Improving end-user satisfaction and trust in IT services through clear communication and proactive problem-solving.
- Driving knowledge sharing and skill development within the team through technical refreshers and mentorship.
- Supporting the seamless integration of new technologies and tools, contributing to Synopsys’ mission of technological innovation.
- Ensuring compliance with internal procedures and industry best practices for IT support and security.
What You’ll Need:
- 5-6 years of proven experience in end-user or desktop IT support, preferably in a global or enterprise environment.
- Strong troubleshooting skills in Windows and Mac operating systems, with additional experience in mobile device support.
- Proficiency with ServiceNow, Bomgar, Teams, ZOOM, MS-Office, and related support tools.
- Solid understanding of Active Directory, Exchange email, and remote access technologies.
- Experience with LAN/WAN, TCP/IP, DHCP, and basic networking concepts; knowledge of UNIX and Cisco Unified Communications is a plus.
- Ability to create and interpret team- and management-level IT support reports (SLA, AHT, call/chat metrics).
- Technical degree, diploma, or equivalent qualification in information technology or related field.
Who You Are:
- Clear and effective communicator, both written and verbal, with excellent customer service skills.
- Patient, polite, and empathetic in all user interactions—especially under pressure.
- Highly organized, detail-oriented, and driven to deliver quality outcomes.
- Collaborative team player who values feedback and continuous improvement.
- Resourceful, adaptable, and proactive in identifying and resolving issues.
- Strong analytical and problem-solving mindset, with a commitment to professional growth.
The Team You’ll Be A Part Of:
You will join a dynamic, globally connected IT support team based in Noida, dedicated to providing world-class end-user computing services to Synopsys employees. The team thrives on collaboration, knowledge sharing, and a shared commitment to technical excellence. Together, you will tackle challenging support issues, drive process improvements, and enable Synopsys’ workforce to excel in their roles.
Rewards and Benefits:
We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.
