2nd Line Service Desk Engineer
The Company
Syntax Integration is a boutique Managed Services Provider delivering high-quality IT support and consultancy services. We primarily support clients in the financial, property and investment sectors, with a strong focus on secure, high-performing cloud environments.
We pride ourselves on delivering a personable, relationship-led service, underpinned by strong technical expertise and well-structured, ITIL-aligned processes.
The Role
This is a hybrid role but should be comfortable with flexibility, including increased on-site time where required to support business and client needs.
Salary: £40,000 – £45,000 per annum (depending on experience and technical capability)
As a 2nd Line Service Desk Engineer, you will be a key member of the Service Desk, taking ownership of a wide range of technical issues—from straightforward service requests through to complex troubleshooting and resolution.
This is not a tiered support environment. All engineers are expected to be well-rounded, proactive, and capable of handling tickets end-to-end, ensuring a consistent and high-quality service for our clients.
You will work directly with end users, including senior stakeholders, providing clear communication, strong technical resolution, and a professional service experience throughout.
This role requires strong problem-solving ability, attention to detail, and the confidence to manage competing priorities in a fast-paced MSP environment.
Key Responsibilities:
· Managing and resolving incidents and service requests across a broad technical scope, in line with agreed SLAs
· Taking full ownership of tickets from initial triage through to resolution
· Troubleshooting and resolving complex technical issues across cloud, endpoint, and infrastructure environments
· Investigating recurring issues and contributing to Problem Management and long-term fixes
· Raising, assessing, and implementing changes in line with Change Management processes
· Supporting Microsoft 365 and Azure environments, including identity, security, and endpoint management
· Maintaining accurate and detailed documentation within the ticketing system
· Supporting user onboarding and offboarding processes, including access and device provisioning
· Supporting backup, disaster recovery, and security solutions
· Monitoring alerts and proactively addressing potential issues
· Contributing to continuous service improvement initiatives and internal documentation
About You
To be successful in this role, you will have:
· Previous experience working within an MSP or fast-paced IT Service Desk environment
· A strong understanding of ITIL practices, including Incident, Problem, and Change Management
· Excellent customer service and communication skills, with a professional and calm approach
· The ability to take ownership and work independently, while collaborating effectively within a team
· Strong organisational skills and the ability to manage multiple priorities
· A proactive mindset with a focus on quality and continuous improvement
Technical Experience
You will have hands-on experience with:
Microsoft Cloud & Identity
· Microsoft 365 (Exchange Online, SharePoint Online, OneDrive for Business, Teams)
· Microsoft Entra ID (Azure AD)
· Multifactor Authentication and Conditional Access
· Identity and access management best practices
Endpoint & Device Management
· Windows and macOS environments
· Microsoft Intune and Autopilot
· Apple Business (Manager)
· Device compliance and security policies
· Datto RMM
· TeamViewer
Infrastructure & Core Services
· Windows Server
· Active Directory & Entra Domain Services
· DNS, DHCP
· Hyper-V
· Basic networking troubleshooting (VPN, Wi-Fi, TCP/IP)
Backup, Security & Disaster Recovery
· Microsoft and Azure backup solutions
· Cloud backup platforms (e.g. SkyKick, Barracuda)
· Endpoint and identity security controls
General Technical Skills
· Laptop and desktop hardware troubleshooting
· Mobile device setup and support
· File and folder permissions (NTFS and SharePoint)
Soft Skills
· Clear and professional communication, both written and verbal
· Strong customer service skills and a calm, reassuring manner
· Ability to work well with users at all levels, including senior stakeholders
· Strong troubleshooting mindset and logical approach to problem-solving
· Good organisational skills and the ability to manage competing priorities
· Proactive, reliable, and able to take ownership of issues through to resolution
· High attention to detail and commitment to quality
· Positive and flexible approach within a busy team environment
· Willingness to learn, adapt, and contribute to continuous improvement
Certifications
Required:
· Microsoft 365 Fundamentals (MS-900)
· Microsoft Azure Fundamentals (AZ-900)
Desirable:
· Microsoft Endpoint Administrator Associate
· Azure Administrator Associate
· Microsoft Identity and Access Administrator
· Azure Virtual Desktop Specialty
· Information Security Administrator Associate
· ITIL Foundation (or strong practical familiarity with ITIL processes)
Why Work for Us?
· 25 days’ annual leave plus bank holidays
· Life insurance and private health insurance
· Employee Assistance Programme (including legal/medical support and counselling)
· Retail discount scheme
· Certification support and reward scheme
· Access to a free e-learning platform
· Regular team lunches and office snacks