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.