Overview
Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.
Responsibilities
- Provide first-level technical support to end-users via phone, email, chat, or ticketing system.
- Troubleshoot hardware, software, network, and application issues.
- Log, track, and document incidents and service requests in the ITSM tool.
- Escalate unresolved issues to second or third-level support teams as required.
- Follow established procedures, SLAs, and escalation paths.
- Assist with user account setup, password resets, and access management.
- Support remote and onsite employees, ensuring timely resolution of IT problems.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Monitor system alerts and proactively address recurring incidents.
- Deliver excellent customer service and ensure communication throughout the incident lifecycle.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
- 1–3 years of experience in IT Service Desk or Help Desk support.
- Knowledge of Windows, macOS, Microsoft 365, and common business applications.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira, Zendesk).
- Understanding of networking fundamentals, VPN, and remote access tools.
- ITIL Foundation certification is a plus.
Skills
- Strong problem-solving and troubleshooting abilities.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage priorities in a fast-paced environment.
- Customer-focused mindset with attention to detail.
- Ability to work independently and collaboratively in a team environment.
Details
Reporting To: IT Service Desk Manager / IT Support Lead
Location: Onsite / Hybrid / Remote, as applicable
Why Syntax?
- Become part of a company with exciting innovation projects and industry impact.
- Competitive, above-average compensation
- Global work opportunities and flexible working time models, including home office
- Attractive benefits, e.g. company pension scheme or various health offers
- A modern environment with open feedback culture and flat hierarchies
- Individual career planning with continuous training and coaching on the job
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