Agent, CSC

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.

Job Summary:

We are looking for a Service Desk Agent to provide first-level technical support to end users across the organization. This role is responsible for troubleshooting hardware, software, and network-related issues, ensuring timely and efficient resolution to maintain business continuity and user satisfaction.

Key Responsibilities:

• Serve as the first point of contact for end users seeking IT assistance via phone, email, or ticketing system.

• Diagnose and resolve basic to moderately complex technical issues related to hardware, software, network, printers, and mobile devices.

• Accurately log and manage support tickets using a Service Management tool (e.g., ServiceNow, Jira, BMC).

• Escalate unresolved issues to appropriate support teams following defined escalation procedures.

• Guide users through troubleshooting steps and provide clear and concise communication.

• Assist with user account management, including password resets and access requests.

• Support onboarding and offboarding activities such as equipment setup and system access provisioning.

• Follow IT policies, procedures, and documentation standards.

• Maintain a high level of customer service, professionalism, and urgency in all interactions.

Qualifications:

• High school diploma or equivalent; associate’s or bachelor’s degree in IT or a related field preferred.

• 1–2 years of experience in a technical support or service desk role.

• Basic understanding of Windows/Mac operating systems, Microsoft 365, VPN, and remote desktop tools.

• Familiarity with ITSM tools (e.g., ServiceNow, Freshservice, Zendesk).

• Strong problem-solving and multitasking abilities.

• Excellent verbal and written communication skills.

• Ability to work in a team-oriented, fast-paced environment.

Preferred Skills:

• ITIL Foundation certification is a plus.

• Experience supporting remote and hybrid teams.

• Knowledge of Active Directory, Exchange, or basic networking.

• Bilingual capabilities may be beneficial depending on region.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!