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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, and on-call pay plus discounts at retailers.
- Why this job: Join a supportive 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 standby remuneration and opportunities for professional development.
The predicted salary is between 30000 - 42000 £ 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, 07:00am – 15:30pm
Focus on backup checks and monitoring alerts
Handle calls and tickets from 07:00am – 09:00am, before office-based engineers start.
On-Call Shift:
Monday to Friday, 6:30pm – 09:00am (standby for calls and tickets).
Saturday and Sunday, 24×7 (standby for calls and tickets).
On-call remuneration: Pro-rated payment for any work completed and a standby allowance.
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 support technical service desk Support Engineer employer: Syntax Integration Limited
Contact Detail:
Syntax Integration Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote support technical service desk Support Engineer
✨Tip Number 1
Familiarize yourself with Microsoft Cloud solutions, especially Office 365. Since this role requires proficiency in these tools, having hands-on experience or certifications can set you apart from other candidates.
✨Tip Number 2
Brush up on your troubleshooting skills for both Windows and MacOS systems. Being able to demonstrate your problem-solving abilities during the interview will show that you're ready to handle the technical challenges of the job.
✨Tip Number 3
Prepare to discuss your experience with ITIL Service Management disciplines. Understanding how to manage incidents, problems, and changes effectively is crucial for this role, so be ready to share relevant examples.
✨Tip Number 4
Highlight your customer service skills during the application process. This position emphasizes excellent communication and a professional demeanor, so think of specific instances where you've excelled in customer interactions.
We think you need these skills to ace Remote support technical service desk Support 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, monitoring alerts, and customer interaction. Use specific examples that demonstrate your technical skills and customer service focus.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the company and the role. Emphasize your relevant experience, particularly in handling calls and tickets, and your ability to work under pressure while maintaining high attention to detail.
Highlight Soft Skills: In your application, make sure to highlight your soft skills, such as excellent communication, multitasking abilities, and a professional telephone manner. These are crucial for delivering excellent customer care in this role.
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, Windows Server OS, and backup tools. Highlight specific experiences where you successfully resolved technical issues or managed devices using tools like Intune or TeamViewer.
✨Demonstrate Problem-Solving Abilities
During the interview, share examples of how you've tackled complex problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses and clearly illustrate your thought process.
✨Emphasize Customer Service Skills
Since this role involves significant customer interaction, be ready to discuss your approach to delivering excellent customer care. Provide examples of how you've handled difficult situations or ensured customer satisfaction in past positions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle calls and tickets under pressure. Practice responding to hypothetical situations related to backup checks, monitoring alerts, and on-call support to demonstrate your readiness for the role.
