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For Companies At a Glance
- 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, property, and investment sectors.
- Benefits: Enjoy remote work, 25 days annual leave, discounts, and health insurance.
- Why this job: Join a supportive team with opportunities for growth and a focus on customer care.
- Qualifications: Proficiency in Microsoft Cloud solutions and strong problem-solving skills required.
- Other info: On-call standby payment and certificate reimbursement available.
The predicted salary is between 30000 - 42000 £ per year.
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.
- Remote working/work at home options are available for this role.
Remote Service Desk Engineer employer: Syntax Integration Limited
Contact Detail:
Syntax Integration Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Service Desk Engineer
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft Cloud solutions and backup tools. Having hands-on experience or relevant certifications can really set you apart during the interview process.
✨Tip Number 2
Brush up on your problem-solving skills and prepare to discuss real-life scenarios where you've successfully resolved IT issues. This will demonstrate your ability to handle the responsibilities of the role effectively.
✨Tip Number 3
Since communication is key in this role, practice articulating your thoughts clearly and concisely. You might even want to conduct mock interviews with a friend to enhance your verbal communication skills.
✨Tip Number 4
Research Syntax Integration and their client sectors to understand their business better. Tailoring your responses to show how your skills align with their needs can make a strong impression during the interview.
We think you need these skills to ace Remote Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft Cloud solutions, Windows Server OS, and backup tools. Emphasise your problem-solving skills and any relevant IT Service Desk experience.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities of the Remote Service Desk Engineer role. Mention your customer service focus and ability to handle calls and tickets efficiently.
Showcase Technical Skills: In your application, clearly outline your technical skills related to DNS, DHCP, Active Directory, and any backup and disaster recovery tools you are familiar with. This will demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter 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
Make sure to highlight your proficiency in Microsoft Cloud solutions and Windows Server OS during the interview. Be prepared to discuss specific tools you've used, such as Intune or Datto RMM, and provide examples of how you've resolved technical issues in the past.
✨Demonstrate Problem-Solving Abilities
Prepare to share instances where you've successfully tackled complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and ability to work under pressure.
✨Emphasise Customer Service Skills
Since this role involves significant customer interaction, be ready to discuss your approach to delivering excellent customer care. Share examples of how you've handled difficult situations or provided support that exceeded customer expectations.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL Service Management disciplines is crucial for this position. Brush up on key concepts like Incident, Problem, and Change Management, and be prepared to explain how you’ve applied these principles in your previous roles.
