Remote Service Desk Engineer
hace 3 días
Bury
Remote Service Desk Engineer Location: Remote Contract Type: Full-Time Primary Shift: • Monday to Friday, 07:00am – 1pm and standby 6:30-11pm, • 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.