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4.5

based on 77 Reviews

11 Syniti Jobs

IT Engineer

Syniti

4.5

based on 77 Reviews

0-3 years

Hyderabad / Secunderabad

1 vacancy

IT Engineer

Syniti

posted 5d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Customer Service SQL Customer Support Clinical Data Management Windows System Administration

+ 3 more

Job Description

Provide excellent technical support to end-users, ensuring compliance with internal standards and contributing to continual improvement in the IT service experience.
Maintain a high level of user satisfaction, consistently achieving satisfaction scores of over 90%.
Monitor and track Help Desk performance metrics to ensure timely resolutions and high service quality.
Take ownership of technical issues, escalating to higher-level support as needed, while ensuring user satisfaction throughout the process.
Configure, install, and maintain desktop and laptop computers, handheld devices, printers, monitors, and other peripherals.
Onboarding and offboarding for employees.
Provide specialized support to VIP users, delivering enhanced service and addressing any technical challenges.
Diagnose and resolve hardware and software issues, clearly communicating remediation plans and providing status updates to users.
Perform routine maintenance tasks, including software distribution, antivirus updates, and patch management.
Offer support through various channels, such as chat, Teams, phone, and virtual assistance, using privileged access management software.
Contribute to the knowledge base, desktop support SOPs, and training materials to enhance team efficiency.
Support disaster recovery processes and adapt to recovery situations as documented.
Work under pressure to meet deadlines and maintain high-quality service delivery.
Manage IT tickets effectively, ensuring issues are tracked, assigned, and resolved in a timely manner.
Keep an accurate record of IT assets, including laptops, desktops, and peripherals, updating asset tracking systems.
Communicate regularly with other support tiers and management to ensure smooth operations.
Maintain a professional demeanor, providing excellent customer service at all times.
Support team members as needed and contribute to troubleshooting efforts, with an aim to identify root causes of issues.

WHAT IT TAKES

Strong troubleshooting skills for both hardware and software issues.
Ability to communicate complex technical information in a clear, user-friendly manner.
High emotional intelligence with the ability to empathize and build confidence with users.
Excellent documentation skills, including maintaining inventory and tracking root causes.
A collaborative mindset with a focus on problem-solving and user satisfaction.
0-3 years of experience in a Help Desk or IT support role, ideally in a mid- to large-sized organization (+1000 users).
Experience with desktop/laptop support, including Apple iOS (mobile and desktop), Windows, and Android devices.
Bachelors degree in information technology or related field, or equivalent practical experience.
Prior customer support experience, particularly using remote tools to provide exceptional service, is a plus.
ITIL knowledge and certification is an advantage.
SQL knowledge an advantage
Be fully aligned to the our core values:

Think Big - Be courageous and bold. Aspire to greatness. Relentlessly pursue market innovation. Set the standard by which others follow. Create solutions that have a meaningful impact. Solve the challenges our customers don t know they have.
Be Curious - Be a lifelong learner. Seek out new ideas to serve customers. Understand our competition and the world. Be permanently dissatisfied with the status quo. Challenge preconceptions. Focus on the future rather than yesterday.
Take Action - Be the first. Don t wait. Take accountability. Inspire others by doing. Fail fast and learn from mistakes. Make a difference every day.
Stronger Together - Respect, trust and look out for each other. Celebrate diverse perspectives. Listen. Build connections and belonging. Act with integrity. Give back. One Syniti family.