IT Support Specialist

Job Summary: The IT Support Analyst will be responsible for providing second-level technical assistance and support to end-users within Synergy Global Housing. This role involves handling more complex issues that are escalated from our outsourced service desk, troubleshooting hardware and software problems, managing IT resources, and ensuring the smooth operation of IT systems. Additionally, the IT Support Analyst will participate in infrastructure projects to enhance and maintain the company's IT environment. Flexibility is essential as the team operates globally across the US, EMEA, and APAC, with this position providing primary coverage for India and APAC personnel.

Key Responsibilities:

Address and resolve technical issues escalated from the Service Desk.
Diagnose and resolve complex technical problems, both remotely and on-site.
Install, configure, and maintain computer systems, software, and peripherals.
Monitor and maintain IT infrastructure, including servers, networks, and security systems.
Document and track support requests using a ticketing system.
Assist in the development, implementation, and review of IT policies and procedures.
Conduct training sessions for end-users on IT best practices and new technologies.
Collaborate with other IT team members to ensure seamless service delivery.
Stay updated with the latest industry trends and technologies.
Provide primary support for India and APAC personnel, ensuring their IT needs are met efficiently.
Handle onboarding and offboarding processes, including account provisioning and orientation for new hires and departing employees.
Participate in infrastructure projects, including network upgrades, server migrations, and implementation of new technologies.
Assist in planning and executing IT infrastructure improvements to enhance system performance and reliability.
Work with vendors and external partners to coordinate infrastructure-related activities and ensure timely project completion.
Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field.
Equivalent experience in the field will also be considered.
Proven experience as an IT Support Specialist or in a similar role.
Strong knowledge of Windows and Mac operating systems.
Familiarity with network protocols, hardware, and software troubleshooting.
Excellent problem-solving and critical thinking skills.
Strong interpersonal skills for effective customer interactions.
Fluent in English, with excellent verbal and written communication skills to ensure clear and effective interactions with team members and end-users.
Ability to work independently and as part of a team.
Flexibility to work with a global team across different time zones.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Experience with infrastructure projects and IT project management is highly desirable.
IT security background is a plus.
Job Type: Full-time

Benefits:

Health insurance
Paid time off
Work from home
Shift:

Day shift
Work Days:

Monday to Friday
Experience:

IT Service Desk: 1 year (Required)
Microsoft Azure: 1 year (Preferred)
Language:

English (Required)
Location:

Karnataka, India (Required)
Work Location: In person Read more