Senior Service Desk Engineer (Windows & MacOS Support, Ticketing

Senior Service Desk Engineer (Windows & MacOS Support, Ticketing & Customer Resolution)

Job Summary

Synechron is looking for an experienced Senior Service Desk Engineer to be a key frontline support resource within our IT support team. This role is responsible for delivering efficient technical assistance to users, diagnosing and resolving hardware, software, and network issues, and ensuring a seamless IT experience for employees and stakeholders. The ideal candidate will contribute to maintaining high service quality, support incident resolution, and facilitate the continuous improvement of support processes. This position offers growth opportunities for professionals seeking to deepen their IT service management expertise and technical support capabilities.

Required Software Skills:

• IT Service Management (ITSM) ticketing tools (e.g., ServiceNow, ServiceDesk Plus, Freshservice) for handling L1 and L2 tickets
• Remote support tools (e.g., TeamViewer, AnyDesk)
• Office productivity applications (MS Office, Google Workspace)
• Diagnostic utilities (ping, traceroute, network analysis tools)

Preferred Software Skills:

• Monitoring or dashboard tools (e.g., SolarWinds, Nagios)
• Knowledge management platforms
• Network configuration tools

• Act as the primary point of contact for internal users and clients, providing technical support via phone, email, or ticketing systems
• Troubleshoot and resolve issues related to Windows (7, 8.1, 10), Mac OS, and other desktop/laptop OS (including RedHat if applicable)
• Diagnose and resolve user issues related to applications like Outlook, VDI, and other enterprise software
• Check room readiness and support technical setup for client visits and meetings
• Document troubleshooting steps, actions, and solutions thoroughly in tickets and knowledge bases
• Escalate unresolved issues promptly to appropriate support levels
• Drive timely ticket resolution and ensure adherence to service level agreements (SLAs)
• Follow up with users regarding ticket status and resolution updates
• Contribute to process improvements and create knowledge base articles for recurring issues
• Coordinate with network teams in resolving connectivity issues or implementing service requests
• Offer feedback on support processes and suggest optimizations

Troubleshooting & Diagnostic Skills:

• Essential: Diagnosing and resolving hardware/software issues on Windows and Mac OS
• Preferred: Basic diagnosis of network issues and connectivity problems

Operating Systems:

• Essential: Windows 7, 8.1, 10; Mac OS (latest & previous versions)
• Preferred: RedHat OS and familiarity with enterprise Linux environments

Tools & Platforms:

• Essential: Ticketing system proficiency (ServiceNow, ServiceDesk Plus, etc.)
• Preferred: Knowledge base management, remote support tools

Networking Concepts:

• Basic understanding of IP addressing, DNS, DHCP, and LAN/WAN connectivity

• Minimum 4-7 years in service desk or technical support roles within corporate environments
• Proven experience managing Level 1 and Level 2 support requests
• Demonstrated ability to troubleshoot desktop OS issues, applications, and basic network problems
• Experience in handling incident escalation and resolution
• Knowledge of ITIL best practices is desirable

Alternative experience:
Candidates with extensive hands-on support experience and a track record of resolving diverse technical issues are encouraged to apply.

• Handle incoming support requests via phone, email, or ticketing portals, prioritizing and categorizing issues
• Troubleshoot and resolve user issues with desktops, laptops, applications, and network connections
• Conduct remote diagnostics and support sessions to determine root causes
• Log detailed resolution steps and update tickets with accurate information
• Escalate complex or unresolved problems to higher-level support teams
• Monitor open tickets, ensure timely closure, and follow SLA requirements
• Prepare and verify client meeting rooms and equipment prior to visits
• Document knowledge articles for common issues and contribute to process enhancements
• Communicate regularly with users about ticket progress and resolution timelines
• Collaborate with network or other technical teams to resolve connectivity or hardware issues
• Provide feedback to improve service desk procedures

• Bachelor's degree in IT, Computer Science, BCA, or relevant field
• ITIL Foundation certification (preferred)
• Proven ability to diagnose, resolve, and document technical issues effectively
• Excellent communication skills (verbal and written)
• Flexibility to work rotational shifts, including weekends and holidays as required
• Willingness to continuously upgrade skills and stay current with emerging technologies

• Strong analytical and problem-solving abilities
• Organized, proactive, and self-motivated
• Ability to work independently and efficiently manage multiple tickets
• Excellent communication and customer service skills
• Collaboration skills to coordinate with cross-functional teams
• Adaptability to shift schedules and dynamic support environments
• Continuous learning mindset to develop technical expertise