IT Specialist

Synthomer; Beachwood (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Parental leave and family support

Learning & development opportunities

Wellbeing program (EAP)

Retirement / pension contributions

Competitive compensation

Discretionary bonus scheme

LTIP for senior positions

Company car or car allowance

Job summary

Synthomer is seeking an ITSC Specialist to serve as the first point of contact for our PC user community. You will provide technical and troubleshooting support across hardware, software, networking, and mobile devices, ensuring incidents are analyzed, resolved, and reported within SLAs.

Reporting to the IT Customer and Process Excellence Manager, you will work in a collaborative, team-based environment delivering excellent customer service and measurable results to users across our Ohio, USA

Qualifications

• Experience in providing IT support and customer service.
• Familiarity with incident handling and SLAs is beneficial.
• Strong communication and teamwork skills.

Responsibilities

• Serve as the first point of contact for Synthomer's PC user community.
• Provide technical and troubleshooting support across hardware, software, networks, and mobile devices.
• Analyze, resolve, and report incidents according to established SLAs.

Job description

Synthomer is a leading supplier of high-performance, highly specialised polymers and ingredients that play vital roles in key sectors such as coatings, construction, adhesives, and health and protection – growing markets that serve billions of end users worldwide. Headquartered in London, UK and publicly listed there since 1971, we employ c.3,900 employees across our 5 innovation centres of excellence and more than 29 manufacturing sites across Europe, North America and Asia. Around 20% of our sales volumes are from new and patent protected products.

At our innovation centres of excellence in the UK, Germany, China, Malaysia and Ohio, USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs, with an increasing range of sustainability benefits. Since 2021, we have been proud holders of the London Stock Exchange Green Economy Mark, which recognises green technology businesses making a significant contribution to a more sustainable, low-carbon economy.

About The Job

The Information Technology Solutions Center (ITSC) Specialist serves as the first point of contact for Synthomer's PC user community. This individual is responsible for providing technical and troubleshooting support related to computer hardware, software, networking, and mobile devices. By partnering with end-users and technology groups, the ITSC Specialist ensures all incidents are analyzed, resolved, and reported back in accordance with established Service Level Agreements (SLAs). Reporting to the IT Customer and Process Excellence Manager, the ITSC Specialist works in a highly collaborative team-based environment to provide exceptional customer service and results to all customers.

Global Benefits Overview

• Competitive, market-aligned compensation
• Discretionary global bonus scheme
• Discretionary Long-Term Incentive Plan (LTIP) – for senior positions
• Company car or car allowance – varies by region and role
• Healthcare – tailored to regional locations
• Parental leave and family support – maternity, paternity, adoption (aligned with regional policies)
• Working options – flexibility where it matters, based on role and business needs
• Learning & development opportunities – training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers
• Wellbeing support – employee assistance program (EAP), mental health resources, wellbeing initiatives
• Retirement / pension contributions – plans vary by country
• Culture of Inclusion – where everyone can thrive
• Performance culture, global reward & recognition programmes