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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 perks like discounts and e-learning.
- 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 standby remuneration and opportunities for professional development.
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, 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.
Service Desk Engineer (fully remote) employer: Syntax Integration Limited
Contact Detail:
Syntax Integration Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer (fully remote)
✨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 understanding of ITIL Service Management disciplines. Familiarity with Incident, Problem, and Change Management will set you apart from other candidates and show that you are well-versed in industry standards.
We think you need these skills to ace Service Desk Engineer (fully remote)
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 IT Service Desk environments, and explain how your skills align with the company's needs.
Highlight Soft Skills: In your application, make sure to highlight your soft skills, such as excellent communication, ability to work under pressure, and attention to detail. These are crucial for the customer-facing aspects of the 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 Datto RMM.
✨Demonstrate Problem-Solving Abilities
Prepare examples of challenging situations you've faced in previous roles and how you approached solving them. This will showcase your strong problem-solving skills and ability to work under pressure.
✨Emphasize Customer Service Experience
Since the role involves significant customer interaction, be ready to share instances where you provided excellent customer care. Discuss your communication style and how you ensure customer satisfaction during support calls.
✨Understand the Company’s Focus
Research Syntax Integration and its client sectors (financial, property, investment). Understanding their business model and the importance of IT support in these areas will help you tailor your responses and show genuine interest in the role.
