sales-marketing it support admin, ii

IT Support Admin, II

Business Title
IT Support Admin, II


Requisition Number

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?

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. GSC provides first-level, 24 x 5 support to some 15,000 employees worldwide via calls, chats, tickets and walk-ups. We have team members in Mountain View, Shanghai, Bloomington, Hyderabad, Lisbon and Durham. In addition to basic support, we participate in projects around service delivery (planning, testing, communications and marketing) and manage the content in our knowledge base in Remedy. Many of our team members have been with us for over 5 years.

An excellent Support Admin must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the Synopsys’ reputation and business.

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 account issues. Responsible for resolution of problems or quick escalation on behalf of end-users to appropriate technical personnel. 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.

Identify and suggest possible improvements on procedures

Responsible for creating and maintaining content for Synopsys workforce and IT support admins. Take complex technical information and use latest tools and methods to create a variety of materials.

Individual will interact with all levels of management and people with different styles. Must have understanding of international culture diversity.

Job Requirements:

3 years of software and hardware troubleshooting experience including 2 years of phone based technical support. 1 year research and/or project management and/or technical writing and/or web development experience preferred.

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 expertise in technical writing, strong interpersonal skills, attention to detail.

Good understanding and experience with Windows 10, Active Directory Services, Outlook Exchange Email/Calendar and Mobile Devices is required. Mac Experience is a plus. Experience and knowledge of networking and Cisco Unified communications tools is preferred. The candidate must possess strong technical debugging skills along with experience supporting business and connectivity tools including Microsoft Office, and VPN Remote Access/Okta/Yubikey. Knowledge of SharePoint, Unix/Linux, technical writing and/or web page development a plus.

Understanding of Knowledge Centered Support (KCS) a plus.


BA or BS in computer science, business, information systems or a related field. Certification courses in KCS, ITIL, HDI, ITSM, Microsoft or CompTIA A+, a plus.

Hiring Location
USA - California - Mountain View/Sunnyvale

Hire Type

Job Category
Info Technology

United States
special offer