Synergie Consulting

Support Engineer

• Provide initial support via phone, portal, email, or ticketing system.
• Guide users on opening and tracking tickets.
• Resolve low-complexity questions and incidents related to systems, hardware, and software.
• Accurately log, classify, and document tickets.
• Meet SLA and average handling time (AHT) targets under guidance.
• Perform remote access when authorized.
• Support basic installation and configuration of systems, applications, and equipment.
• Assist in creating, granting, and resetting user access in accordance with security policies.
• Escalate higher-complexity issues to senior support levels.
• Participate in technical, behavioral, and process training.

Junior IT Support Analyst