Remote MSP Service Desk Engineer - 1st/2nd Line

Synergy Associates Ltd; United Kingdom; Remote; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Private medical insurance

Primarily remote work with occasional伦

Job summary

Synergy provides premium white-glove IT support to creative industries from a UK-based MSP. The Service Desk Engineer (1st/2nd Line) will be the first point of contact for high-profile clients, triaging and resolving incidents across macOS and Windows while maintaining strong relationships.

Primarily remote with occasional London/client site visits; 3+ years of experience and relevant certifications highly valued.

Qualifications

• 3+ years in a service desk or technical support role.
• 2+ years supporting both macOS and Windows.
• MSP experience preferred.
• At least one current certification: Apple Certified IT Professional, Microsoft Azure Administrator Associate, or Google Workspace Administrator.
• Experience in an SLA/KPI-driven environment.
• Strong written and verbal communication — you're client-facing daily.
• UK-based, eligible to work in the UK.

Responsibilities

• Diagnose and resolve 1st/2nd line incidents across macOS and Windows.
• Manage tickets end-to-end with accurate documentation and timely client updates.
• Support Microsoft 365 and Google Workspace administration.
• Configure and deploy hardware for client onboarding.
• Contribute to the internal knowledge base and escalate to senior engineers where needed.
• Participate in a one-week-per-month out-of-hours on-call rotation.

Skills

Mac & Windows support

SLA/KPI driven

Client-facing communication

MSP experience

Tools

DattoRMM

Addigy

JAMF

Google Workspace

Job description

Synergy provides premium white-glove IT support to creative industries from a UK-based MSP. The Service Desk Engineer (1st/2nd Line) will be the first point of contact for high-profile clients, triaging and resolving incidents across macOS and Windows while maintaining strong relationships.

Primarily remote with occasional London/client site visits; 3+ years of experience and relevant certifications highly valued.