Jobs in Middlesbrough, United States

• Perform comprehensive backup checks and monitor customer alerts daily.
• Ensure all alerts are documented, escalated, and resolved according to SLA standards.

• Respond to customer calls and tickets.
• Ensure prompt resolution or escalation as needed.

• 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.

• Deliver excellent customer care and communication throughout all interactions.

• Maintain accurate records of all incidents, service requests, problems, and resolutions.
• Follow internal and external procedures for documenting work.

• 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.

• 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.

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