Job Description

Job Summary: The System administrator is responsible for providing first-level technical support to Synergy Group employees. This role ensures smooth IT operations by addressing user issues, troubleshooting hardware and software problems, and escalating incidents when necessary. The position requires solid problem-solving skills, excellent customer service, and a solid understanding of IT systems and applications.

User Support & Troubleshooting:

•Serve as the first point of contact for IT-related queries via phone, email, and ticketing system.

•Diagnose and resolve basic hardware, software, and network-related issues for desktops, laptops, printers, and mobile devices.

•Provide guidance to users on IT policies, security best practices, and system usage.

•Assist with onboarding and offboarding of employees, including account setup and deactivation.

Incident Management & Escalation:

•Log all user-reported issues in the IT Helpdesk system, categorize them appropriately, and track resolution progress.

•Escalate complex issues to Level 2 or Level 3 support teams when necessary.





•Follow up with users to ensure issue resolution and customer satisfaction.

System & Application Support:

•Support business applications such as MS Office 365, SharePoint, Teams, and other collaboration tools.

•Assist with password resets, account lockouts, and basic Active Directory administration.

•Troubleshoot VPN, remote access, and connectivity issues for office and ship-based employees.

Collaboration & Documentation:

Maintain detailed documentation of common issues, troubleshooting steps, and IT procedures.

•Participate in IT projects such as system upgrades, migrations, and process improvements.

•Provide input on IT service improvements based on user feedback and ticket analysis.

Key Competencies:

Solid problem-solving and analytical skills.

•Excellent communication and customer service abilities.

•Ability to work in a quick-paced environment and handle multiple tasks simultaneously.

•Team player with a proactive approach to IT service delivery.

•Willingness to work flexible hours, including occasional after-hours support if required.

📌 Vessel It System Engineer Mumbai (India)
🏢 Synergy Maritime
📍 India