Remote Service Desk Engineer

Syntax Integration Limited; Trafford; Remote; GBP 30,000 - 40,000; Full time

Job summary

A Managed Services Provider in Trafford is seeking a support technician to ensure timely customer service and technical troubleshooting. Responsibilities include monitoring alerts, handling calls, providing on-call support, and maintaining records of incidents. Ideal candidates will have strong technical skills in cloud solutions, OS troubleshooting, and IT service management experience. This position offers a chance to grow in a dynamic environment serving clients in financial and property sectors.

Qualifications

• Proficiency in Microsoft Cloud solutions such as Office 365.
• Experience with Intune, Datto RMM, and TeamViewer.
• Strong skills in Windows Server OS and troubleshooting.
• Familiar with backup tools like Azure and Barracuda.
• Understanding of security tools like Multifactor Authentication.
• Practical knowledge of Active Directory and Hyper-V.

Responsibilities

• Perform comprehensive backup checks and monitor customer alerts.
• Respond to customer calls and tickets promptly.
• Be on standby for out-of-hours calls.
• Deliver excellent customer care throughout all interactions.
• Maintain accurate records of all incidents and service requests.

Skills

Proficiency in Microsoft Cloud solutions

Experience managing remote systems

Strong skills in Windows Server OS

Familiarity with backup and disaster recovery tools

Understanding of Microsoft security tools

Practical knowledge of DNS and DHCP

File and folder security management

Smartphone troubleshooting

Experience working on an IT Service Desk

Understanding of ITIL Service Management disciplines

Excellent communication skills

Strong problem-solving abilities

Professional telephone manner

Ability to prioritise tasks

High attention to detail

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.