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For Companies At a Glance
- Tasks: Manage and resolve technical issues, ensuring high-quality service for clients.
- Company: Boutique Managed Services Provider focused on secure cloud environments.
- Benefits: Competitive salary, 25 days leave, health insurance, and certification support.
- Other info: Flexible hybrid role with opportunities for continuous improvement and career growth.
- Why this job: Join a dynamic team and enhance your IT skills in a fast-paced environment.
- Qualifications: Experience in IT Service Desk and strong problem-solving skills required.
The predicted salary is between 40000 - 45000 £ per year.
The Company
Syntax Integration is a boutique Managed Services Provider delivering high-quality IT support and consultancy services. We primarily support clients in the financial, property and investment sectors, with a strong focus on secure, high-performing cloud environments. We pride ourselves on delivering a personable, relationship-led service, underpinned by strong technical expertise and well-structured, ITIL-aligned processes.
The Role
This is a hybrid role but should be comfortable with flexibility, including increased on-site time where required to support business and client needs.
Salary: £40,000 – £45,000 per annum (depending on experience and technical capability)
As a 2nd Line Service Desk Engineer, you will be a key member of the Service Desk, taking ownership of a wide range of technical issues—from straightforward service requests through to complex troubleshooting and resolution. This is not a tiered support environment. All engineers are expected to be well-rounded, proactive, and capable of handling tickets end-to-end, ensuring a consistent and high-quality service for our clients. You will work directly with end users, including senior stakeholders, providing clear communication, strong technical resolution, and a professional service experience throughout. This role requires strong problem-solving ability, attention to detail, and the confidence to manage competing priorities in a fast-paced MSP environment.
Key Responsibilities:
- Managing and resolving incidents and service requests across a broad technical scope, in line with agreed SLAs
- Taking full ownership of tickets from initial triage through to resolution
- Troubleshooting and resolving complex technical issues across cloud, endpoint, and infrastructure environments
- Investigating recurring issues and contributing to Problem Management and long-term fixes
- Raising, assessing, and implementing changes in line with Change Management processes
- Supporting Microsoft 365 and Azure environments, including identity, security, and endpoint management
- Maintaining accurate and detailed documentation within the ticketing system
- Supporting user onboarding and offboarding processes, including access and device provisioning
- Supporting backup, disaster recovery, and security solutions
- Monitoring alerts and proactively addressing potential issues
- Contributing to continuous service improvement initiatives and internal documentation
About You
To be successful in this role, you will have:
- Previous experience working within an MSP or fast-paced IT Service Desk environment
- A strong understanding of ITIL practices, including Incident, Problem, and Change Management
- Excellent customer service and communication skills, with a professional and calm approach
- The ability to take ownership and work independently, while collaborating effectively within a team
- Strong organisational skills and the ability to manage multiple priorities
- A proactive mindset with a focus on quality and continuous improvement
Technical Experience
You will have hands-on experience with:
- Microsoft Cloud & Identity
- Microsoft 365 (Exchange Online, SharePoint Online, OneDrive for Business, Teams)
- Microsoft Entra ID (Azure AD)
- Multifactor Authentication and Conditional Access
- Identity and access management best practices
- Windows and macOS environments
- Microsoft Intune and Autopilot
- Apple Business (Manager)
- Device compliance and security policies
- Datto RMM
- TeamViewer
- Windows Server
- Active Directory & Entra Domain Services
- DNS, DHCP
- Hyper-V
- Basic networking troubleshooting (VPN, Wi-Fi, TCP/IP)
- Microsoft and Azure backup solutions
- Cloud backup platforms (e.g. SkyKick, Barracuda)
- Endpoint and identity security controls
- Laptop and desktop hardware troubleshooting
- Mobile device setup and support
- File and folder permissions (NTFS and SharePoint)
Soft Skills
- Clear and professional communication, both written and verbal
- Strong customer service skills and a calm, reassuring manner
- Ability to work well with users at all levels, including senior stakeholders
- Strong troubleshooting mindset and logical approach to problem-solving
- Good organisational skills and the ability to manage competing priorities
- Proactive, reliable, and able to take ownership of issues through to resolution
- High attention to detail and commitment to quality
- Positive and flexible approach within a busy team environment
- Willingness to learn, adapt, and contribute to continuous improvement
Certifications
Required:
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
Desirable:
- Microsoft Endpoint Administrator Associate
- Azure Administrator Associate
- Microsoft Identity and Access Administrator
- Azure Virtual Desktop Specialty
- Information Security Administrator Associate
- ITIL Foundation (or strong practical familiarity with ITIL processes)
Why Work for Us?
- 25 days’ annual leave plus bank holidays
- Life insurance and private health insurance
- Employee Assistance Programme (including legal/medical support and counselling)
- Retail discount scheme
- Certification support and reward scheme
- Access to a free e-learning platform
- Regular team lunches and office snacks
IT Service Desk Engineer (2nd Line) employer: Syntax Integration Limited
Contact Detail:
Syntax Integration Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Engineer (2nd Line)
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in managed services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews. Bring examples of how you've tackled complex issues in the past—this will show you're the proactive problem-solver we need.
✨Tip Number 3
Be ready for anything! In a fast-paced MSP environment, flexibility is key. Prepare to discuss how you manage competing priorities and keep calm under pressure—these are traits we value highly.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Syntax Integration.
We think you need these skills to ace IT Service Desk Engineer (2nd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your ITIL knowledge and any relevant technical experience, especially with Microsoft 365 and Azure, to show us you're the right fit for our team.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role and how your background aligns with our needs. Be personable and professional—remember, we value strong communication skills!
Showcase Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing a proactive mindset and a logical approach to problem-solving, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Syntax Integration Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Azure, and ITIL practices. Be ready to discuss specific scenarios where you've resolved complex issues or improved processes, as this will show your hands-on experience and problem-solving abilities.
✨Show Off Your Customer Service Skills
Since this role involves direct communication with end users and senior stakeholders, practice articulating how you've provided excellent customer service in the past. Think of examples where you’ve managed competing priorities while maintaining a calm and professional demeanour.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like troubleshooting a technical issue or managing a service request. Prepare by thinking through your thought process and the steps you would take to resolve these issues, demonstrating your proactive mindset and attention to detail.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or ongoing projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.