Job Description

Job Title: Service Desk Engineer (1st Line Support)

Location: Primarily remote (UK-based), with periodic travel to London and client locations

Salary: 30,000+ p.a. + private medical (depending on experience and certifications)



About us:



Synergy Associates is an IT Managed Services Provider, specialising in IT Support for art galleries, the creative industries and financial services.



Synergy is a global leader in managed IT, consultancy and infrastructure solutions. With offices in London, New York, Los Angeles, Paris Hong Kong and Dubai we collaborate with clients across the globe to harness technology, foster innovation and create value. Our experts manage all aspects of a client's IT - from strategy to operations - combining industry knowledge with a commitment to exceptional service.



Join a dynamic and enthusiastic team, passionate about all things IT. We are committed to making a positive difference in our prestigious clients' businesses by offering innovative and tailored IT solutions. As a leader in the industry, we pride ourselves on delivering exceptional service and building lasting relationships with our clients.



Responsibilities:



As a service desk engineer, you will investigate and diagnose end-user issues, according to defined procedures, and will assist in keeping all documentation up to date. In the typical execution of the role, you will:


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.

Essential Skills:


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.


Technology:



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).

Client:



Clients choose Synergy for our professionalism, our white-glove service and our attention and care for the technology that runs their businesses. You client interactions should include:


Ability to diagnose and resolve technical issues as reported by customers, within own skill set; able to determine where escalation is required. Outstanding customer service skills, demonstrating ability to empathise with a wide range of clients across diverse industries and technical proficiency. Ability to build relationships with internal and external customers and stakeholders. Passion for understanding how technology affects customer operations.

Experience and Education:



Twelve months working in a customer focused IT role, such as a service desk, or technical support function.

Working Culture & Expectations

You will work primarily remotely, but with an expectation of occasional on-site presence in London or at client premises. We value professionalism, integrity, and clear communication. You must be confident, well-presented, and capable of building trust with both technical and non-technical stakeholders.



This is a rewarding and stimulating role for those looking to truly challenge themselves--working alongside an elite, dedicated team of engineers and support staff. At Synergy, you'll be supporting an exclusive and discerning portfolio of global clients, where technical excellence, creativity, and accountability are both expected and celebrated. You'll be part of a culture that values drive, discipline, and continuous improvement, with ample opportunity to make a meaningful impact.