Support Engineer I India

Job Description

At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, drives growth, and delivers clarity. This is an exciting opportunity for you to be a part of this journey!!

Support Engineer I provide first-line technical support for clients, resolving common desktop, application, access, and end-user incidents by following established procedures, knowledge articles, and documented troubleshooting methods.

Mandatory Skills

Technical Support,Service Desk,Ticket Management,Windows OS,Mac OS,Microsoft 365,Remote Support,Customer Service

Role

Actively engage with clients to understand issues, business impact, and expected outcomes. Troubleshoot and resolve Tier 1 desktop, application, access, and end-user incidents using established procedures and knowledge resources. Document symptoms, troubleshooting steps, results, and next actions accurately. Escalate issues beyond defined scope promptly to Support Engineer II or the appropriate resolver group. Seek guidance when needed and learn from resolutions. Maintain knowledge of support policies, supported technologies, and service delivery methods. Follow document security standards, business ethics, and company policies. Communicate professionally with technical and non-technical customers, manage expectations, and provide action timelines. Balance investigation time with timely escalation to meet service-level expectations. Use and contribute to Knowledge Base resources to improve consistency and efficiency.

Flsa

Non Exempt

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

Location

Pune, Maharashtra, India;Ahmedabad, Gujarat, India

Education Qualification

Bachelor's degree in a related field preferred; equivalent education and work experience may be considered on a 1:1 basis. 0–1 year of technical and client engagement experience. Experience troubleshooting Windows, Mac OS, Microsoft 365 and remote access. Relevant certifications (Microsoft, A+, Security+, Network+ or ITIL Foundation) preferred, or ability to obtain within 6 months. Strong communication, problem-solving and teamwork skills.

Desirable Skills

Knowledge Base Management,Escalation Handling,SLA Compliance,ITIL,A+,Security+,Network+

Experience

0 to 3 Years