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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 financial, property, 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: On-call shifts offer standby pay and pro-rated payment for work completed.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Remote Service Desk Engineer
Location: Remote
Contract Type: Full-Time
Primary Shift:
- Monday to Friday, morning shift 07:00am – 15:30pm, evening shift: 5:30PM-6:30PM
- Focus on backup checks and monitoring alerts
The Company
Syntax Integration is a Managed Services Provider based in central London, primarily serving clients in the financial, property, and investment sectors.
Job 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.
- 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.
- 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.
Practical knowledge of:
- DNS, DHCP, Active Directory, Hyper-V, Exchange, WDS.
- File and folder security management.
- Smartphone troubleshooting.
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.
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.
✨Tip Number 2
Practice your problem-solving skills by simulating common IT issues you might encounter in a service desk environment. This will help you respond effectively during the interview and show that you're ready for real-world challenges.
✨Tip Number 3
Brush up on your communication skills, both verbal and written. Since you'll be interacting with customers regularly, being able to convey technical information clearly and professionally is key.
✨Tip Number 4
Make sure to understand the importance of documentation in IT support. Be prepared to discuss how you would maintain accurate records of incidents and resolutions, as this is a critical part of the role.
We think you need these skills to ace Remote Service Desk Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Remote Service Desk Engineer position. Highlight the key responsibilities and required skills, such as proficiency in Microsoft Cloud solutions and strong problem-solving abilities.
Tailor Your CV: Customize your CV to reflect your experience with IT support, particularly in areas like backup checks and customer interaction. Emphasize relevant technical skills and any experience you have with tools mentioned in the job description.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and customer service focus. Mention specific examples of how you've successfully resolved issues in previous roles, and express your enthusiasm for working with Syntax Integration.
Highlight Soft Skills: In your application, don't forget to highlight your soft skills, such as your ability to work under pressure, attention to detail, and professional telephone manner. These are crucial for the role and will set you apart from other candidates.
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 experience you have with backup tools and remote system management, as these are crucial for the role.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples of past experiences where you successfully resolved customer issues or technical challenges, emphasizing your analytical approach.
✨Emphasize Communication Skills
Since the role involves significant customer interaction, practice articulating your thoughts clearly. Be ready to explain how you maintain a professional telephone manner and ensure excellent customer care.
✨Understand ITIL Framework
Familiarize yourself with ITIL Service Management disciplines, particularly Incident, Problem, and Change Management. Being able to discuss these concepts will demonstrate your understanding of industry standards and practices.
