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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 and investment sectors.
- Benefits: Enjoy remote work, 25 days annual leave, health insurance, and discounts at retailers.
- 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 shifts offer standby pay and pro-rated payment for 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.
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
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 to potential employers.
✨Tip Number 2
Highlight your experience with IT Service Desk operations in your conversations. Be prepared to discuss specific scenarios where you successfully resolved customer issues, as this will showcase your problem-solving skills and customer service focus.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since you'll be interacting with customers frequently, being able to convey technical information clearly and effectively is essential.
✨Tip Number 4
Be ready to discuss your familiarity with backup and disaster recovery tools during interviews. Understanding tools like Azure and Barracuda will set you apart from other candidates and show that you're well-prepared for the responsibilities of the role.
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 experiences where you successfully resolved issues or provided excellent support.
Highlight Technical Skills: Clearly list your technical skills related to the job, such as proficiency in backup tools and remote management systems. Provide examples of how you've used these skills in previous roles.
Showcase Soft Skills: Emphasize your communication abilities and experience working in an IT Service Desk environment. Share examples of how you've handled customer interactions and managed tasks under pressure.
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 and Windows Server OS. Highlight any relevant experience with backup tools and remote management systems, as these are crucial for the role.
✨Demonstrate Problem-Solving Abilities
Expect scenario-based questions that assess your problem-solving skills. Prepare examples from your past experiences where you successfully resolved customer issues or technical challenges.
✨Communicate Clearly and Professionally
Since excellent communication is key in this role, practice articulating your thoughts clearly. Use a professional tone during the interview and be ready to explain technical concepts in simple terms.
✨Understand the Company and Its Clients
Research Syntax Integration and its focus on the financial, property, and investment sectors. Understanding their client base will help you tailor your responses and show your interest in the company.
