Remote Service Desk Engineer (Altrincham)

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.
  • 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.
Salary: GBP 30000 - 42000 per year Experience: 3 years required
Back to blog

Other Jobs To Apply

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...