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IT Support Specialist – Incident Management, Remote Support, Enterprise Hardware/Software Support
SynechronIT Support Specialist providing Level 1 technical support focusing on incident management and remote support. Collaborating with teams to resolve hardware and software issues efficiently.
About the role
Key responsibilities & impact- Provide first-level technical support to end-users across hardware, software, and network issues
- Log and prioritize support tickets with accuracy and detail, following organizational standards
- Troubleshoot common endpoint, software, and network connectivity issues supported by company standards
- Support onboarding and offboarding processes for hardware and software access
- Support remote user requests, including VPN, email, and desktop support activities
- Follow standard operating procedures to resolve issues efficiently and effectively
- Escalate complex incidents to Tier 2 or Tier 3 support teams while providing detailed documentation
- Maintain regular communication with users, stakeholders, and support teams regarding incident status and resolution timelines
- Support hardware inventory updates, access provisioning, and basic system administration activities
Requirements
What you’ll need- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 2 to 5 years supporting enterprise IT environments or service desk roles supporting hardware and software issues
- Basic knowledge of Windows OS, enterprise applications, and networking concepts
- Certification such as CompTIA A+ or ITIL Foundation (preferred)
- Experience supporting remote or distributed user environments supporting enterprise applications
Benefits
Comp & perks- Flexible workplace arrangements
- Professional development programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingnetwork connectivitysystem administrationWindows OSenterprise applicationsVPN supportemail supportdesktop supportticket logging
Soft Skills
communicationorganizationprioritizationproblem-solvingattention to detailcollaborationcustomer servicedocumentationescalationtime management
Certifications
CompTIA A+ITIL Foundation