Remote Service Desk Engineer

Syntax Integration Limited; Leigh; Remote; GBP 25,000 - 35,000; Full time

Job summary

A Managed Services Provider is seeking a customer support professional to handle daily operations, calls, and ticket management. The role involves ensuring customer satisfaction through effective communication and problem-solving. Candidates should have a strong background in Microsoft Cloud solutions, IT troubleshooting, and ITIL service management principles. This position is based in the United Kingdom, England, Leigh.

Qualifications

• Proficiency in Microsoft Cloud solutions such as Office 365.
• Experience managing devices and remote systems.
• Strong skills in Windows Server OS and troubleshooting.

Responsibilities

• Perform comprehensive backup checks and monitor customer alerts daily.
• Respond to customer calls and tickets for prompt resolution.
• Be on standby for out-of-hours calls during designated shifts.

Skills

Microsoft Cloud solutions (Office 365)

Device management with Intune

Windows Server OS troubleshooting

Windows/MacOS diagnostics

Backup and disaster recovery tools

Microsoft security tools

DNS and DHCP understanding

Active Directory

File and folder security management

Smartphone troubleshooting

Tools

Intune

Datto RMM

TeamViewer

Azure

SkyKick

Barracuda

Spanning

Job description

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.

Qualifications

• 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.

About the Company

Syntax Integration is a Managed Services Provider based in central London, primarily serving clients in the financial, property, and investment sectors.