Remote Service Desk Engineer
Location: Remote (based in the United Kingdom)
The Company
Syntax Integration is a Managed Services Provider, primarily serving clients in the financial, property, and investment sectors.
The Candidate
The Remote Service Desk Engineer role involves providing comprehensive IT support, including monitoring alerts, performing backup checks, and resolving customer issues via calls and tickets. The role requires proficiency in Microsoft Cloud solutions, Windows Server OS, and backup tools, along with strong problem-solving and communication skills.
Shifts
Primary Shift:
* Monday to Friday, morning shift 07:00am – 15:30pm, evening shift: 5:30PM-6:30PM
* Focus on backup checks and monitoring alerts
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 between 07:00am – 09:00am.
* 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.
* Practical knowledge of:
DNS, DHCP, Active Directory, Hyper-V, Exchange, WDS.
File and folder security management.
Smartphone troubleshooting.
* 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.
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.
Why work for us?
* On-call standby payment and pro-rated pay for actual work completed during on-call shifts.
* 25 days annual leave plus bank holidays.
* Employee assistance program and discounts at certain retailers.
* Certificate reimbursement and reward scheme.
* Free e-learning platform.
* Life insurance and health insurance.