Job Description and Requirements
Do you love customer support? Are you interested in joining a successful Helpdesk team serving an industry-leading and profitable software company that recently celebrated its 30th year anniversary?
IT Global Solutions Center (GSC) is the main entry point for all IT Products and Services at Synopsys, the leader in Electronic Design Automation and Software Security & Quality.
IT GSC provides first level, 24 x 5 support to some 12,000 employees worldwide via calls, chats, tickets and walk-ups. We have team members in Mountain View, Shanghai, Hyderabad, Lisbon, Durham and Bloomington.
In addition to basic support, we participate in projects around service delivery (planning, testing, communications and marketing) and manage the content in our IT Web knowledge base.
We are looking for people who love customer support and enjoy the kind of work we do. We are seeking a person who can join our team and help us fully support our customer base.
Duties and Responsibilities :
Provides IT support through phone, tickets, and chat to Synopsys workforce around the world. Support to include timely resolution of problems of moderate scope involving laptops / desktops, mobile devices and applications.
Responsible for resolution of common account issues and troubleshooting. Provides ticket status updates to management and end-
users. Supports and maintains effective relationships with end users. Exercises judgement within defined procedures and practices to determine appropriate action.
Job Requirements :
The candidate should possess working knowledge of debugging skills in the Windows environment, versions 7 through 10, along with experience supporting business and connectivity tools including Microsoft Office, Outlook Exchange email, and Remote Access.
Good understanding and experience of Windows Active Directory Services and Exchange email tools preferred. Some experience and knowledge of LAN / WAN, including TCP / IP and DHCP are preferred.
Knowledge of UNIX, technical writing, MAC Operating System, web page development, networking and / or Cisco Unified communications tools a plus.
Must be able to communicate clearly in person, in writing and over the phone. Patience and politeness in handling customer calls is very critical.
Requires strong interpersonal skills and attention to detail.
Understanding of Knowledge Centered Support (KCS) a plus.