Senior IT Support Associate

• 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