Hybrid Service Desk Engineer

at Synergy Interactive

• Job title: Service Desk Engineer
• Job type: Full Time
• Experience level: Junior
• Salary: £30,000 per year
• Degree requirement: High School Diploma
• Tech skills: Cloud, Jamf, MacOS
• Location requirements: Hybrid, London, United Kingdom

About the role

• 1st Line Support Engineer diagnosing end-user issues and assisting with documentation at Synergy Associates. Offering IT support to clients in creative industries and financial services.

Responsibilities

• Investigate and diagnose end-user issues, according to defined procedures, and will assist in keeping all documentation up to date.
• Perform remote troubleshooting, employing diagnostic techniques, specialist tools, and directed questions.
• Own tickets from creation/assignment to closure, providing timely and relevant updates to clients.
• Assist in the knowledge management process and ensure all relevant information is logged in case of ticket escalation or recurrent issue.
• Document incident resolution and assist in the creation of knowledge-base articles to aid clients and internal teams.
• Escalate unresolved tickets to relevant groups or identified team member.
• Assist senior engineers with investigation and resolution of network and infrastructure problems where necessary.
• Carry out specified maintenance procedures as directed.
• Act as a first point of contact for incidents arising within customer applications.
• Escalate where necessary to internal groups and/or liaise with application vendors.
• Contribute to request fulfilment by carrying out routine administration tasks such as password resets and security group membership updates to agreed procedures.
• Assist Technical Account Managers through regular updates on ticket queues and proactively monitor tickets, escalating to as necessary.
• Receive and prepare IT equipment, such as computers, printers and network equipment, to send to client sites. This process involves asset management procedures, preparation of delivery documentation and coordinating couriers.

Requirements

• Twelve months working in a customer focused IT role, such as a service desk, or technical support function.
• Excellent written and verbal communication skills.
• Understanding of SLA and KPI terminology and how they apply in the context of a managed IT service provider.
• Calm under pressure with the ability to manage conflicting priorities.
• Ability to work on own or within a team environment.
• Self-motivated to find solutions to customer issues under guidance from senior members.
• Ability to balance workload and manage time effectively.
• Knowledge of a range of end user devices/operating systems including, but not limited to: Apple/Windows, computers, tablets and mobile devices.
• Deep understanding and knowledge of Apple macOS and Windows OS.
• Basic knowledge of backup and restore procedures.
• Knowledge of cloud office productivity suite administration including Office 365, Google Cloud etc).
• High-level knowledge of network and systems architecture.
• Familiarity with Adobe Creative Cloud suite.
• JAMF, Addigy, MDM experience.
• Experience with Helpdesk ticketing systems (e.g. ZenDesk, Autotask, ConnectWise, Halo).

Benefits

• private medical