Remote Service Desk Engineer

JR United Kingdom; City Of London; Remote; GBP 30,000 - 50,000; Full time

Job summary

A leading company in the IT sector is seeking a Remote Service Desk Engineer based in London. The role involves performing operational tasks, managing customer interactions, and ensuring prompt resolution of service requests. Candidates should have experience in Microsoft backend solutions, strong communication skills, and a commitment to customer service excellence.

Qualifications

• Proficiency in Microsoft Cloud solutions like Office 365.
• Experience managing devices with tools like Intune.
• Excellent verbal and written communication skills.

Responsibilities

• Perform daily backup checks and customer alert monitoring.
• Respond to customer calls and ticket resolutions.
• Maintain accurate records of incidents and service requests.

Skills

Microsoft Cloud solutions

Windows Server OS

ITIL Service Management

Customer service

Problem-solving

Tools

Intune

Datto RMM

TeamViewer

Job description

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Remote Service Desk Engineer, london (city of london)

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Client:

Syntax Integration Limited

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

6

Posted:

16.06.2025

Expiry Date:

31.07.2025

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Job Description:

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.

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.