Remote Service Desk Engineer

JR United Kingdom; Bolton; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Remote Service Desk Engineer to provide exceptional IT support. This role involves monitoring alerts, performing backup checks, and resolving customer issues through calls and tickets. Candidates should possess strong skills in Microsoft Cloud solutions, Windows Server OS, and backup tools, along with excellent problem-solving and communication abilities. Join a dynamic team that values customer care and offers a supportive work environment, including on-call standby payments and generous annual leave. This is an exciting opportunity to contribute to a forward-thinking company while advancing your career in IT.

Benefits

On-call standby payment

25 days annual leave

Employee assistance program

Discounts at retailers

Certificate reimbursement

Reward scheme

Qualifications

• Proficiency in Microsoft Cloud solutions and strong problem-solving skills.
• Experience in IT Service Desk and ITIL Service Management disciplines.

Responsibilities

• Perform daily backup checks and monitor customer alerts.
• Respond to customer calls and tickets promptly.

Skills

Microsoft Cloud solutions

Windows Server OS

Problem-solving

Communication skills

Backup tools

ITIL Service Management

DNS

DHCP

Active Directory

Hardware diagnostics

Education

Relevant IT certifications

Tools

Intune

Datto RMM

TeamViewer

Azure

SkyKick

Barracuda

Spanning

Job description

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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, morning shift 07:00am – 15:30pm, evening shift: 5:30PM-6:30PM
• Focus on backup checks and monitoring alerts

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.

• 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.