End-User Support Specialist (EZ Support Desk)

Synechron; Montreal (administrative region); Hybrid; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Paid annual leave and personal leave

Health insurance

Flexible hybrid work policy

RRSP employer contribution

Education certification policy

Udemy for Business access

Coaching with FinLabs/CoE

Job summary

Synechron is seeking an End-User Support Specialist in Montreal to provide hardware, software, device, and workplace technology support. You will establish support procedures, assist with setup, manage incidents, and maintain knowledge documentation for Windows, Mac, VDI, and related environments.

The role requires 1–3 years of relevant experience, strong customer service, and solid troubleshooting skills. A hybrid work policy and comprehensive benefits are offered by the company.

Qualifications

• 1–3 years of experience in help desk, desktop support, endpoint support, or technical customer service.
• Experience supporting Windows laptops, macOS devices, virtual desktops, peripherals, printers, and Wi-Fi.
• Experience installing, configuring, and troubleshooting hardware and end-user applications.
• Familiarity with incident, request, escalation, and ticket-management processes.
• Ability to create and maintain standard operating procedures, knowledge articles, and troubleshooting guides.
• Strong customer-service, communication, organization, and problem-solving skills.
• Ability to document incidents accurately and follow established support procedures.
• Ability to support end users during application migrations, device deployments, and technology transitions.

Responsibilities

• Support Windows laptops, Macs, virtual desktops, peripherals, printers, and Wi-Fi connectivity.
• Assist with hardware setup, provisioning, configuration, and software installation.
• Develop and maintain standard operating procedures and support documentation.
• Document common end-user setup issues and troubleshooting procedures.
• Record, manage, and close incidents and service requests.
• Improve ticket management discipline and identify recurring issues.
• Escalate functional stability concerns to product owners and support teams.
• Support end-user readiness for migrations and application transitions.
• Maintain knowledge articles and support paths for priority applications and devices.
• Prepare final support trend summaries and transition open items to the BAU service desk.

Skills

Customer service

Communication

Problem solving

Documentation

Organization

Troubleshooting

End-user support

Windows/macOS support

Tools

ServiceNow

Jira Service Management

Microsoft 365

Active Directory

Intune

Jamf

VPN

Printing

Endpoint-management tools

Job description

We began life in 2001 as a small, self-funded team of technology specialists. Since then, we’ve grown our organization to 16,700 people, across 57 offices, in 22 countries, in key global markets.

Innovative tech solutions for business

We're now a leading global digital consulting firm, providing innovative technology solutions for business. As a trusted partner, we're always at the forefront of change as we lead digital optimization and modernization journeys for our clients.

Customized end-to-end solutions

Our expertise in AI, Consulting, Data, Digital, Cloud & DevOps and Software Engineering, delivers customized, end-to-end solutions that drive business value and growth.

The End-User Support Specialist provides hardware, software, device, and workplace technology support for end users. The role establishes support procedures, assists with device and application setup, manages incidents and service requests, and maintains knowledge documentation for Windows, Mac, virtual desktop, peripheral, printing, and Wi-Fi environments.

Key Responsibilities

• Support Windows laptops, Macs, virtual desktops, peripherals, printers, and Wi-Fi connectivity.
• Assist with hardware setup, provisioning, configuration, and software installation.
• Develop and maintain standard operating procedures and support documentation.
• Document common end-user setup issues and troubleshooting procedures.
• Record, manage, and close incidents and service requests.
• Improve ticket management discipline and identify recurring issues.
• Escalate functional stability concerns to product owners and support teams.
• Support end-user readiness for migrations and application transitions.
• Maintain knowledge articles and support paths for priority applications and devices.
• Prepare final support trend summaries and transition open items to the BAU service desk.

Primary Deliverables

• EZ Support Desk procedures and SOPs.
• Hardware and software setup documentation.
• Incident and service request records.
• Troubleshooting guides and knowledge articles.
• Recurring issue and trend reports.
• End-user transition and support handoff documentation.

Qualifications

• 1–3 years of experience in help desk, desktop support, endpoint support, or technical customer service.
• Experience supporting Windows laptops, macOS devices, virtual desktops, peripherals, printers, and Wi-Fi.
• Experience installing, configuring, and troubleshooting hardware and end-user applications.
• Familiarity with incident, request, escalation, and ticket-management processes.
• Ability to create and maintain standard operating procedures, knowledge articles, and troubleshooting guides.
• Strong customer-service, communication, organization, and problem-solving skills.
• Ability to document incidents accurately and follow established support procedures.
• Ability to support end users during application migrations, device deployments, and technology transitions.

Preferred qualifications

• Experience with ServiceNow, Jira Service Management, or a similar service-management platform.
• Knowledge of Microsoft 365, Active Directory, Intune, Jamf, VPN, printing, and endpoint-management tools.
• Familiarity with ITIL service-desk practices.
• CompTIA A+, ITIL Foundation, Apple, Microsoft, or equivalent certifications.

We can offer you

• A multinational organization with 57 offices in 22 countries and the possibility to work abroad.
• 15 days (3 weeks) of paid annual leave plus an additional 10 days of personal leave (floating days and sick days).
• A comprehensive insurance plan including: medical, dental, vision, life insurance, and long term disability.
• Flexible hybrid policy to fit your schedule.
• RRSP with employer’s contribution up to 4%.
• A higher education certification policy.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.

SYNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Synclusive’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.