Remote Service Desk Engineer

JR United Kingdom; Manchester; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Remote Service Desk Engineer to monitor customer alerts and provide IT support. This role involves responding to tickets and calls, ensuring operational standards are met amidst backup checks. The ideal candidate will have strong IT skills, excellent communication capabilities, and a customer focus, ensuring service level agreements are adhered to.

Qualifications

• Proficiency in Microsoft Cloud solutions such as Office 365.
• Experience managing devices and remote systems.
• Understanding of backup and disaster recovery tools.

Responsibilities

• Perform backup checks and monitor alerts daily.
• Respond to customer calls and tickets.
• Deliver excellent customer care through all interactions.

Skills

Microsoft Cloud solutions

Windows Server OS

Customer Service

Problem-Solving

Communication

Tools

Intune

Datto RMM

TeamViewer

Azure

Barracuda

SkyKick

Job description

Social network you want to login/join with:

Remote Service Desk Engineer, manchester

col-narrow-left

Client:

Syntax Integration Limited

Location:

manchester, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

6

Posted:

16.06.2025

Expiry Date:

31.07.2025

col-wide

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.