Description
At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content.
The IT Support, Senior Associate is a Level 2 end-user IT support professional responsible for advanced technical support and local IT operations at Synopsys Korea. This role acts as the primary escalation point beyond L1, ensuring system stability, interoperability with global IT standards, and high-quality service delivery aligned with Synopsys Global IT and ITIL processes.
Core Responsibilities:
L2 End-User Support & Escalation: Provide advanced support for Windows/macOS devices, mobile devices, and enterprise applications (M365, Zoom, Teams). Resolve complex issues related to VPN (GlobalProtect), Wi-Fi, Okta SSO/MFA, Intune, and corporate IT systems. Act as escalation point for unresolved L1 incidents and coordinate with global Network, Systems, Security, and Applications teams.
Systems Reliability & Interoperability: Ensure compatibility and interoperability of local computing systems with Synopsys global IT architecture. Monitor, test, and analyze system performance; prepare performance statistics and operational reports. Support proactive issue prevention and continuous improvement initiatives.
Knowledge, Documentation & User Enablement: Maintain and publish support documentation and best practices in ServiceNow (MySynopsys). Provide orientation and training for end users on new or modified systems, tools, and processes.
Local Site IT Operations: Support meeting room A/V systems and on-site collaboration tools. Coordinate hardware lifecycle activities (deployment, refresh, asset management). Manage vendor interactions related to local IT services.
ITIL Compliance & Service Improvement: Ensure adherence to ITIL-based processes, SLAs, and Synopsys IT/security policies. Participate in IT service improvement, automation, and ServiceNow enhancement initiatives.
Key Qualifications: 5–7+ years in enterprise IT support or system administration. Strong Windows support; working knowledge of macOS. Experience with Microsoft 365, ServiceNow, GlobalProtect VPN, Okta SSO/MFA, Intune. Solid networking fundamentals (TCP/IP, DNS, DHCP). Professional proficiency in Korean and English.