Job Description: We are looking for a proactive and technically skilled Systems Support Specialist to join our team, with a strong focus on customer service, serving the United States market. In this role, you will be responsible for supporting various internal systems, including desktop support, access control, hosting services, cameras, QuickBooks, and our proprietary app, while also handling customer service desk calls and ticketing systems. This is a hybrid role that has a strong emphasize on Systems responsibilities. You will be working closely with our Systems Manager in the USA while supporting our local IT Services and Support team. Systems Maintenance Responsibilities: Desktop and System Support: Provide support for internal IT infrastructure, access control systems, hosting services, QuickBooks, cameras, and other company systems.System Maintenance: Perform routine system checks and updates to ensure all internal and external systems are up to date, secure, and functioning correctly. Assist with system backups, disaster recovery plans, and ensuring data integrity across all platforms.Security and Compliance: Ensure compliance with company policies, best practices for security, and user data protection across all systems.Troubleshooting: Troubleshoot and resolve issues related to QuickBooks, ensuring smooth operation of accounting and financial systems. Assist in maintaining and troubleshooting our proprietary application, ensuring it runs efficiently and effectively.System Upgrades: Work with cross-functional teams to manage and implement updates, integrations, and configurations across systems. Generate and maintain documentation on system configurations, troubleshooting steps, and user guidelines.Service Desk Responsibilities:Troubleshooting: Resolve internet issues, system errors, and other technical difficulties for end-users promptly. Troubleshoot access control systems, cameras, QuickBooks, and our proprietary application. Determine the best solution based on the issue and details provided by customers. Escalate ticket to the next level for troubleshooting as needed.Ticket Management: Open, manage, and close service desk tickets, ensuring detailed and accurate documentation of each issue and its resolution. Prioritize tickets based on urgency and impact. Maintain clear, concise, and accurate documentation for all service desk tickets, including troubleshooting steps, solutions, and future preventive actions.Customer Service Support: Answer service desk calls/chat/emails in professional American English, respond to inquiries, and resolve technical issues related to IT systems, including but not limited to internet connectivity, access control, security systems and hosting services.Required Qualifications:Educational Degrees: A degree in Computer Science, Information Technology, or a related field from a recognized university is required. Candidates with educational experience from English-speaking institutions are preferred. For example, attending primary, secondary, or tertiary institutions where English was the primary language of instruction is considered a significant advantage.Excellent English Speaking & Writing Skills: Strong ability to communicate complex technical issues clearly and professionally to both customers and colleagues. Candidates with an American accent in English are highly preferred.Proven Experience in Customer Service: Experience providing customer support in English, including handling service desk calls, managing tickets, and troubleshooting issues.Technical Knowledge: Skilled in troubleshooting and maintaining internal IT infrastructure, with expertise in a broad spectrum of services such as access control, hosting, internal software, and network services. The ideal candidate is passionate about technology and enjoys collaborating with others, with a particular focus on systems and coding. In this hybrid role, you will have the opportunity to gain hands-on experience across various areas of the company. High-performing individuals will have the chance to specialize further within the support department and take on progressively complex project work over time.Strong Troubleshooting Skills: Ability to diagnose and resolve technical issues quickly and effectively, with a focus on customer satisfaction.Problem-Solving Mindset: Ability to prioritize and solve problems efficiently, even under pressure, while maintaining a professional demeanor.Attention to Detail: Excellent organizational skills and the ability to manage multiple tasks and tickets simultaneously. Ability to follow company policies and procedures on troubleshooting and documentationCustomer-Oriented: A customer-first mindset with strong communication skills to assist users in a friendly and helpful manner.Ability to work rotating shifts and be on-call: This role involves regular shift rotations, including graveyard and weekend shifts. All employees are expected to participate in a rotating on-call schedule. While many shifts overlap with the USA time zone, this is an exciting opportunity to work with a US-based company. If eligible and able to obtain a US visa, there may also be an opportunity to travel to our USA office for training. The diverse skills you will gain at Synergy offer an exciting chance to grow your career.Preferred Skills:Certifications: Relevant certifications including CompTIA A+, ITIL, ITF+, and Docker Certified Associate (DCA).Access Control and Camera Systems: Proficient in systems such as IP cameras and security access control, with experience in the Salto system considered a plus.Database Management: Experience with PostgreSQL, MSSQL, or similar database management systems.VMware Management: Knowledge of VMware tools, including vSphere, vCenter, Veeam, or similar platforms.Remote Support Software: Familiar with remote support tools such as ScreenConnect, TeamViewer, or similar applications.Networking: Basic understanding of network troubleshooting utilities essential for resolving internet connectivity issues and server-to-device communication.Command-Line Management Tools: Proficient in using PowerShell, Bash, or similar command-line tools.Customer-Specific Software: Previous experience supporting and troubleshooting customer in-house software.QuickBooks: Knowledge of QuickBooks, including troubleshooting and technical support.If you are passionate about customer service, IT support, and solving technical issues, and you thrive in a dynamic environment, we encourage you to apply for the Systems Support Specialist role. Join us and become an essential part of our team!