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" We shouldn’t forget the reason why people build their own standards is that when they look at the existing ones, they don’t see enough possibilities to invent "

Egil Hasting

Tech Alchemist

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"There is a distinct pattern and the common thread is a shared vision, attention to detail, a sense of purpose, urgency and drive"

Mark Dumas

President – Americas

Vacant positions

Support Analyst (Reston, VA)
Position Overview:

We are seeking a dedicated and customer-focused Support Analyst to join our team in Reston, Virginia. In this role, you will provide expert technical support for our Synergy SKY Connect product, ensuring customers receive efficient and practical assistance. Your responsibilities will include troubleshooting, system optimization, and collaborating with cross-functional teams to resolve issues.

Key Responsibilities:
- Provide frontline customer support via Zendesk, addressing queries related to Synergy SKY products.
- Troubleshoot and resolve issues involving Rocky Linux, RHEL, Microsoft Office 365 (O365), Microsoft Teams, Cisco Webex, and Poly/Cisco endpoints.
- Monitor and manage support tickets, ensuring timely resolution and communication with customers.
- Assist customers with installing, configuring, and integrating Synergy SKY products with their existing systems.
- Escalate complex issues to appropriate teams while maintaining ownership until resolution.
- Develop and update technical documentation, FAQs, and customer knowledge base articles.
- Collaborate with the engineering and product teams to improve system performance and user experience.
Qualifications:
- Experience:
  - Minimum of 2 years in a technical support or IT helpdesk role.
  - Hands-on experience with Rocky Linux or RHEL environments.
  - Familiarity with Microsoft O365, Microsoft Teams, and other enterprise communication platforms.
  - Knowledge of Cisco Webex and Poly/Cisco endpoint technologies.
  - Experience using Zendesk or a similar customer support platform is preferred.
- Skills:
  - Strong analytical and problem-solving abilities.
  - Excellent verbal and written communication skills.
  - Ability to manage multiple priorities in a fast-paced environment.
- Education:
  - Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
  - Relevant certifications (e.g., Linux, Microsoft, or Cisco certifications) are a plus.
Why Join Us?
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology in a dynamic, collaborative environment.
- Career growth and development opportunities.
- Be part of a team that values innovation, customer focus, and integrity.
How to Apply:
We'd love to hear from you if you’re passionate about technology and customer satisfaction. Please submit your resume and a brief cover letter explaining why you’re an excellent fit for this role to contact@synergysky.com
Open Application

We're always looking for new talent. Feel free to send an open application with your resume to vw@synergysky.com.