On-Site Support Technician

Illumiti Inc.; Morrisville (NC); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Flexible working arrangements

Home office

Company pension scheme

Health benefits

Job summary

Syntax is a leading Managed Cloud Provider delivering ERP deployments and IT services. The Service Desk Analyst will provide first-line technical support, logging and tracking incidents, and ensuring timely resolution for end-users.

The role emphasizes proactive communication, collaboration with IT teams, and adherence to service level targets. Candidates should have 1+ years in IT customer support, familiarity with Windows OS and Microsoft 365, and knowledge of ServiceNow.

Qualifications

• 1+ years of experience in IT customer support environment.
• Associates or higher degree in Information Technology or equivalent work experience.
• Knowledge of Windows OS; proficient in Word, Outlook, Excel, PowerPoint.
• Recent and relevant certification strongly desired.

Responsibilities

• Provide initial technical support at the Service Desk via phone or electronic communications.
• Log incidents and requests into ServiceNow and monitor ticket status.
• Communicate with end-users to clarify issues and ensure timely resolution.
• Resolve first-line issues; escalate complex problems to higher levels.
• Document resolutions and IT processes in the ITSM tool.

Skills

Windows 10

Microsoft 365

Customer service

Analytical thinking

Multitasking

IT terminology communication

Team player

Education

Associates or higher in Information Technology

IT certification (desirable)

Tools

ServiceNow

Job description

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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.

Essential Functions

• Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications.
• Logs technical support incidents and requests into the ticket management system (ServiceNow).
• Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide updates to incidents indicating acted upon resolution and communication to the user.
• Communicates proactively with end-users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
• Effectively assess the nature of problems, working with various levels of customers within the company.
• Resolve first line issues and transfer complex issues to appropriate second or third-level support.
• Monitor and document production ticket status and any error messages and notify appropriate technical resources in a timely manner.
• Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool.
• Utilize appropriate steps within the Incident/Problem Management process.
• Complete required documentation for IT processes/procedures in a timely manner.
• Communicate with co-workers, team members, management, clients, and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions from our customer Univar Solutions.
• Demonstrate reliable and predictable attendance.
• Other duties assigned to ensure overall departmental efficiency.

Other Duties

• Work closely with IT Service Delivery team to ensure the successful delivery of IT Services.
• Demonstrates open, effective communication and teamwork.
• Customer focused and understand the importance of IT Operations being a customer-driven team.
• Other duties as required either by the customer or SYNTAX.

CORE COMPETENCIES

Basic support knowledge of:

• Microsoft Windows 10
• Microsoft 365
• Demonstrate an understanding of how the IT Service Desk works.
• Customer Service focused
• Strong Analytical and critical thinking capabilities
• Ability to balance priorities and be an effective multitasker
• Proactive, Self-Motivated, Team Player
• Ability to communicate IT Technical terminology to non-technical team members.

Minimum Required Education & Experience

• 1+ years’ experience in IT customer support environment
• Associates or Higher degree in Information Technology, or equivalent work experience
• Experience with hardware and software knowledge.
• Knowledge of Windows OS required. In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
• Recent and relevant certification strongly desired.

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.

• 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

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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