Job Summary
Synechron is seeking a dedicated L1 Support Engineer to join our support team. This role is pivotal in providing first-line technical assistance to end users by efficiently handling and resolving common IT issues. The L1 Support Engineer will act as the initial contact for incident reporting and service requests, ensuring timely and accurate communication. By delivering effective support, prioritizing incidents, and collaborating with resolution teams, this role contributes to maintaining business continuity and user satisfaction.
Software Requirements
Required:
Experience with service desk and ticketing tools such as JIRA Service Desk (2+ years preferred)
Proficiency in logging, tracking, and managing incidents through ticketing systems
Familiarity with remote support tools and basic remote access technologies
Preferred:
Basic knowledge of IT infrastructure and common troubleshooting techniques
Exposure to incident management processes as per ITIL frameworks
Overall Responsibilities
Act as the primary point of contact for IT-related queries and incident reporting via calls, emails, or service desk tools.
Accurately log incidents and service requests, ensuring all required details are captured.
Categorize and prioritize incidents based on urgency and impact following established procedures.
Use remote support tools to assist users in troubleshooting and resolving common IT problems.
Provide timely follow-up and status updates to end users regarding their reported issues.
Collaborate with other support teams to escalate and resolve complex incidents effectively.
Produce end-of-day (EOD) batch status reports summarizing incident handling and current progress.
Continuously update technical knowledge, tools, and processes to improve support effectiveness.
Demonstrate adaptability by working rotational shifts from 11 am IST to midnight IST and manage changing priorities with flexibility.
Technical Skills (By Category)
Programming Languages:
Not applicable for this role
Databases/Data Management:
Basic familiarity beneficial (Preferred)
Cloud Technologies:
Basic understanding preferred but not required
Frameworks and Libraries:
Not applicable
Development Tools and Methodologies:
Essential: JIRA Service Desk or similar ticketing system (required)
Basic knowledge of remote assistance tools and technologies (required)
Security Protocols:
Awareness of incident and data confidentiality practices (Preferred)
Experience Requirements
2 to 5 years of experience in IT support or service desk roles.
Familiarity with ITIL processes and incident management best practices is preferred.
Experience in handling service desk software and remote support is essential.
Prior involvement in team collaborations to resolve IT incidents is beneficial.
Day-to-Day Activities
Answer and respond to incoming support calls and service requests with professionalism and clarity.
Record detailed incident information and action steps within the ticketing system.
Prioritize incidents to ensure critical issues receive urgent attention.
Provide first-level troubleshooting assistance using available resources and remote tools.
Communicate follow-ups and status updates to end users in a timely and clear manner.
Collaborate with other support teams for escalations and knowledge sharing.
Generate daily status reports summarizing the incident and request handling activities.
Participate in shift handovers and team meetings to ensure continuity of support coverage.
Qualifications
Educational background in Computer Science, Information Technology, or a related field preferred but not mandatory.
ITIL Foundation certification is beneficial or willingness to pursue certification.
Ongoing training and professional development to stay current with evolving support tools and procedures.
Professional Competencies
Strong verbal communication skills to interact effectively with end users and team members.
Customer service orientation, with patience and empathy towards user issues.
Excellent organization skills for managing multiple issues simultaneously.
Ability to work independently and collaborate as part of a wider support team.
Adaptability to dynamic work environments and shifting priorities.
Detail-oriented documentation habits to ensure accurate incident records.
Proactive learning mindset to continuously improve technical and process knowledge.
Effective time management to balance workload and meet service commitments.
SYNECHRON’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.