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- Tasks: Provide top-notch IT support, monitor alerts, and resolve customer issues remotely.
- Company: Join Syntax Integration, a leading Managed Services Provider in finance and property sectors.
- Benefits: Enjoy remote work, 25 days annual leave, and on-call pay plus perks like discounts and e-learning.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact in customer service.
- Qualifications: Proficiency in Microsoft Cloud, Windows Server, and strong problem-solving skills required.
- Other info: Flexible shifts with standby remuneration; perfect for balancing work and study.
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. 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. 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 position, so be ready to share relevant examples.
✨Tip Number 4
Highlight your customer service skills during the application process. This role 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 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. Mention 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, emphasize your soft skills such as communication, multitasking, and the ability to work under pressure. These are crucial for the role and will help you stand out as a candidate.
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
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 discuss your experience in delivering excellent customer care. Share instances where you effectively communicated with clients and resolved their issues.
✨Understand ITIL Framework
Familiarize yourself with ITIL Service Management disciplines, especially Incident, Problem, and Change Management. Being able to discuss these concepts will demonstrate your understanding of industry standards and practices.
