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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, health insurance, and discounts at retailers.
- 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 are essential.
- Other info: Flexible shifts with on-call standby payment and opportunities for professional development.
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 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 set you apart from other candidates.
✨Tip Number 2
Demonstrate your problem-solving skills during any interactions you have with us. Prepare examples of past experiences where you've successfully resolved customer issues, as this will showcase your ability to handle the responsibilities of the role.
✨Tip Number 3
Since communication is key in this role, practice articulating your thoughts clearly and concisely. Consider conducting mock interviews with friends or using online platforms to refine your verbal communication skills.
✨Tip Number 4
Research Syntax Integration and understand their client base in the financial, property, and investment sectors. Tailoring your discussions to reflect an understanding of their business can demonstrate your genuine interest in the position.
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 relevant experience in IT support, particularly with Microsoft Cloud solutions and Windows Server OS. Use keywords from the job description to demonstrate your fit for the role.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving skills and customer service focus. Mention specific examples of how you've successfully handled IT issues in the past, especially in a service desk environment.
Highlight Technical Skills: Clearly list your technical skills related to the job, such as proficiency in backup tools and troubleshooting. Make sure to include any experience with tools like Intune, Datto RMM, and TeamViewer.
Showcase Soft Skills: Emphasise your soft skills in communication and organisation. Provide examples of how you've prioritised tasks under pressure and maintained a professional demeanour while interacting with customers.
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 how you've applied them in previous roles.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past challenges you've faced in IT support and how you resolved them. This will showcase your strong problem-solving skills and ability to work under pressure, which are crucial for the role.
✨Emphasise Customer Service Skills
Since the role involves significant customer interaction, be ready to discuss your approach to delivering excellent customer care. Share experiences where you effectively communicated with clients and resolved their issues promptly.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL Service Management disciplines is essential for this position. Brush up on Incident, Problem, and Change Management principles, and be prepared to explain how you've applied these in your previous roles.
