About Synergy
We're a UK-based MSP specialising in the creative industries -- fine art, design, and professional services. Our clients expect premium, white-glove IT support, and we deliver it. Small team, high standards, interesting work.
The Role
You'll be the first point of contact for a portfolio of high-profile clients across Mac and Windows environments. You own tickets from triage to resolution, communicate clearly under pressure, and know when to escape. This isn't a call centre -- clients know your name and expect you to know theirs.
What You'll Do
- Diagnose and resolve 1st/2nd line incidents across macOS and Windows
- Manage tickets end-to-end with accurate documentation and timely client updates
- Support Microsoft 365 and Google Workspace administration
- Configure and deploy hardware for client onboarding
- Contribute to the internal knowledge base and escalat...
- Participate in a one-week-per-month out-of-hours on-call rotation
What We're Looking For
- 3+ years in a service desk or technical support role
- 2+ years supporting both macOS and Windows
- MSP experience preferred
- At least one current certification: Apple Certified IT Professional, Microsoft Azure Administrator Associate, or Google Workspace Administrator
- Experience in an SLA/KPI-driven environment
- Strong written and verbal communication -- you're client-facing daily
- UK-based, eligible to work in the UK
- Bonus points for: DattoRMM, Addigy, JAMF, Adobe Creative Cloud support, or French language skills
What You Get
- 30,000+ depending on experience and certifications
- Private medical insurance
- Primarily remote (occasional London/client site visits)
- Exposure to AI integration, compliance, and modern IT strategy
- A team that takes technical quality seriously
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Service Desk Engineer (1st/2nd Line) Remote in London employer: Synergy-Associates
At Synergy, we pride ourselves on being an exceptional employer within the creative industries, offering a dynamic work environment that values high standards and personal connections with our clients. With a focus on employee growth, we provide opportunities for professional development through exposure to cutting-edge technologies and a supportive team culture. Enjoy the flexibility of primarily remote work while still engaging in meaningful projects that make a real impact.
