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- Tasks: Provide IT support, monitor alerts, and resolve customer issues via calls and tickets.
- Company: Syntax Integration is a Managed Services Provider for the financial and investment sectors.
- Benefits: Enjoy remote work, 25 days annual leave, and an employee assistance program.
- Why this job: Join a dynamic team, enhance your tech skills, and make a real impact in customer service.
- Qualifications: Proficiency in Microsoft Cloud solutions and strong problem-solving skills required.
- Other info: On-call shifts offer standby payment and pro-rated pay for actual work completed.
The predicted salary is between 28800 - 43200 £ per year.
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.
IT Service Desk Engineer - Remote & Office 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 - Remote & Office
✨Tip Number 1
Familiarize yourself with Microsoft Cloud solutions, especially Office 365, as this is crucial for the role. Consider taking online courses or certifications to boost your knowledge and demonstrate your commitment.
✨Tip Number 2
Brush up on your troubleshooting skills for both Windows and MacOS systems. Being able to quickly diagnose and resolve issues will set you apart during the interview process.
✨Tip Number 3
Practice your communication skills, especially in a customer service context. Role-playing scenarios can help you articulate your problem-solving approach effectively.
✨Tip Number 4
Understand ITIL Service Management principles, as they are essential for this position. Familiarizing yourself with these concepts will show that you are prepared to handle incidents and changes professionally.
We think you need these skills to ace IT Service Desk Engineer - Remote & Office
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and requirements of the IT Service Desk Engineer position. Highlight your relevant experience with Microsoft Cloud solutions, Windows Server OS, and backup tools in your application.
Tailor Your CV: Customize your CV to reflect the skills and experiences that align with the job description. Emphasize your problem-solving abilities, customer service focus, and any relevant ITIL Service Management knowledge.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for IT support and your ability to handle customer interactions effectively. Mention specific examples of how you've resolved issues in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Syntax Integration Limited
✨Showcase Your Technical Skills
Be prepared to discuss your proficiency in Microsoft Cloud solutions, Windows Server OS, and backup tools. Highlight specific experiences where you successfully resolved technical issues or managed devices using tools like Intune or TeamViewer.
✨Demonstrate Problem-Solving Abilities
Prepare examples of challenging situations you've faced in previous roles and how you approached solving them. This will showcase your strong problem-solving skills and ability to work under pressure.
✨Emphasize Customer Service Experience
Since the role involves significant customer interaction, be ready to discuss your experience in delivering excellent customer care. Share instances where you effectively communicated with clients and resolved their issues.
✨Understand ITIL Framework
Familiarize yourself with ITIL Service Management disciplines, especially Incident, Problem, and Change Management. Being able to discuss these concepts will demonstrate your understanding of industry standards and practices.
