Remote Service Desk Engineer

JR United Kingdom; Slough; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading company in managed services is looking for an IT Service Desk professional to perform backup checks, monitor alerts, and ensure excellent customer interactions. This role entails addressing urgent issues on-call and requires strong technical proficiency and communication skills.

Qualifications

• Experience on an IT Service Desk is required.
• Understanding of ITIL Service Management disciplines.
• Excellent verbal and written communication skills.

Responsibilities

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

Skills

Proficiency in Microsoft Cloud solutions

Windows Server OS troubleshooting

Device management using Intune

Backup and disaster recovery tools

Soft Skills in communication

Problem-solving abilities

Tools

Office 365

Intune

Datto RMM

TeamViewer

Backup tools (Azure, SkyKick)

Job description

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• 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.