Remote Service Desk Engineer, Workington

Remote Service Desk Engineer

Job Title: Remote Service Desk Engineer
Location: Remote
Contract Type: Full-Time

Primary Shift:

• Monday to Friday, 07:00am – 1pm and standby 6:30-11pm
• Focus on backup checks and monitoring alerts

The Company

Syntax Integration is a Managed Services Provider based in central London, primarily serving clients in the financial, property, and investment sectors.

Job Responsibilities:

Daily Operations:

• Perform comprehensive backup checks and monitor customer alerts daily.
• Ensure all alerts are documented, escalated, and resolved according to SLA standards.

Call and Ticket Handling:

• Respond to customer calls and tickets.
• Ensure prompt resolution or escalation as needed.

On-Call Support:

• Be on standby for out-of-hours calls and tickets during designated on-call shifts.
• Address urgent issues requiring immediate attention during on-call hours.

Customer Interaction:

• Deliver excellent customer care and communication throughout all interactions.

Documentation and Reporting:

• Maintain accurate records of all incidents, service requests, problems, and resolutions.
• Follow internal and external procedures for documenting work.

Technical Skills Required:

• Proficiency in Microsoft Cloud solutions such as Office 365 (Exchange Online, SharePoint Online, OneDrive for Business).
• Experience managing devices and remote systems using tools like Intune, Datto RMM, and TeamViewer.
• Strong skills in Windows Server OS, Windows/MacOS troubleshooting, and hardware diagnostics for laptops/desktops.
• Familiarity with backup and disaster recovery tools like Azure, SkyKick, Barracuda, and Spanning.
• Understanding of Microsoft security tools, including Multifactor Authentication and Azure Audit Logs.

Practical knowledge of:

• DNS, DHCP, Active Directory, Hyper-V, Exchange, WDS.
• File and folder security management.
• Smartphone troubleshooting.

Soft Skills Required:

• Experience working on an IT Service Desk.
• Understanding of ITIL Service Management disciplines (Incident, Problem, and Change Management).
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and customer service focus.
• Professional telephone manner and customer-facing demeanour.
• Ability to prioritise tasks and work under pressure to meet deadlines.
• High attention to detail, self-motivated, organised, and capable of multitasking.

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Company pension
• Life insurance
• Private medical insurance

Application question(s):

• What is your salary requirement?
• What is your notice period?
• Do you have any experience working for an MSP?
• Do you have any Microsoft Certifications? If so, please list them.

Education:

• Bachelor's (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote