Associated Customer Support Specialist

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.

Service Desk Agent, you will play a crucial role in providing exceptional customer support and technical assistance to our organization's end-users. Your primary responsibility will be to address incoming inquiries, incidents, and service requests, ensuring prompt and efficient resolution. By delivering top-notch support, you will contribute to the overall productivity and satisfaction of our employees, clients, and stakeholders.

RESPONSIBILITIES:

· Respond to incoming service desk tickets, calls, emails, and other communication channels promptly and professionally.

· Diagnose and resolve hardware, software, network, and other technical issues faced by end-users, either remotely or on-site when necessary.

· Escalate complex issues to appropriate IT teams while ensuring proper documentation throughout the process.

· Guide users through troubleshooting steps and provide clear instructions to resolve common problems.

· Install, configure, and update software applications and operating systems for end-users.

· Maintain accurate records of all service desk interactions through incidents and service requests.

· Assist with user onboarding and offboarding procedures, ensuring seamless access to resources and data.

· Collaborate with other IT teams to improve processes, create knowledge base articles, and enhance the overall support experience.

· Keep up-to-date with technological advancements and industry best practices to improve service delivery.

QUALIFICATIONS:

· Education: A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be advantageous.

· Experience:

· Proven experience in a technical support role or service desk environment.

· Familiarity with providing support via phone, email, and remote tools.

· Experience in diagnosing and resolving hardware, software, and network issues.

· Prior exposure to ticketing systems and IT service management (ITSM) tools.

Knowledge:

· Proficiency in operating systems (e.g., Windows, macOS, Linux) and common software applications.

· Understanding of networking concepts, protocols, and troubleshooting techniques.

· Knowledge of IT security principles and best practices.

· Familiarity with mobile devices and mobile device management (MDM) solutions.

· Awareness of ITIL practices and service management frameworks.

Technical and Professional Skills:

· Excellent communication and interpersonal skills, with a customer-centric approach.

· Strong problem-solving abilities and the capacity to work under pressure.

· Ability to prioritize and manage multiple tasks effectively.

· Adept at providing step-by-step technical instructions to non-technical users.

· Team player with a willingness to collaborate and share knowledge.

WORKING CONDITIONS:

· The role is primarily office-based, but some remote support may be required.

· May involve working in shifts to provide 24/7 support coverage.

· Periodic participation in on-call rotations for after-hours support.

· Potential exposure to stressful situations when dealing with critical incidents.

· Requires the use of standard office equipment and computer systems.

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!