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- Tasks: Monitor alerts, perform backup checks, and provide customer support daily.
- Company: Syntax Integration is a dynamic Managed Services Provider in central London, serving finance and property sectors.
- Benefits: Enjoy remote work options, competitive salary, and a supportive team culture.
- Why this job: Join a tech-savvy team, enhance your skills, and make a real impact in customer service.
- Qualifications: Proficiency in Microsoft Cloud solutions and IT Service Desk experience required.
- Other info: Entry-level position with full-time hours and opportunities for growth.
The predicted salary is between 28800 - 42000 £ per year.
- Monday to Friday, 07:00am – 1pm and standby 6:30-11pm
- 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.
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.
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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 mentioned in the job description, such as Microsoft Cloud solutions and backup tools like Azure and Barracuda. Having hands-on experience or even completing relevant online courses can give you a significant edge.
✨Tip Number 2
Brush up on your ITIL Service Management knowledge, especially around Incident, Problem, and Change Management. Being able to discuss these concepts confidently during an interview will demonstrate your understanding of industry standards.
✨Tip Number 3
Prepare for customer interaction scenarios by practising your communication skills. Role-playing common service desk situations can help you articulate your problem-solving approach and showcase your customer service focus.
✨Tip Number 4
Since this role involves on-call support, be ready to discuss your availability and how you manage stress during urgent situations. Sharing examples from past experiences can illustrate your ability to handle pressure effectively.
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 and skills that align with the job description. Focus on your proficiency in Microsoft Cloud solutions, IT Service Desk experience, and any familiarity with backup and disaster recovery tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your problem-solving abilities, customer service focus, and how you can contribute to Syntax Integration's success in the financial sector.
Highlight Technical Skills: In your application, emphasise your technical skills such as Windows Server OS troubleshooting, device management using Intune, and knowledge of Microsoft security tools. Be specific about your experience with these technologies.
Showcase Soft Skills: Don't forget to mention your soft skills! Highlight your excellent communication skills, ability to work under pressure, and attention to detail. These are crucial for a role that involves customer interaction and documentation.
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 any experience with tools like Intune and Datto RMM. Be prepared to discuss specific scenarios where you've successfully resolved technical issues.
✨Demonstrate Customer Service Excellence
Since this role involves significant customer interaction, be ready to share examples of how you've provided excellent customer care in previous positions. Emphasise your communication skills and ability to handle difficult situations.
✨Understand ITIL Principles
Familiarise yourself with ITIL Service Management disciplines, particularly Incident, Problem, and Change Management. Being able to discuss these concepts will show that you understand the framework within which you'll be working.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities under pressure. Think of past experiences where you had to prioritise tasks or manage multiple incidents simultaneously, and be ready to explain your thought process.