Service Desk Engineer (1st/2nd Line) Remote
- London, United Kingdom
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About Synergy
We're a UK-based MSP specialising in the creative industries - fine art, design, and professional services. Our clients expect premium, white-glove IT support, and we deliver it. Small team, high standards, interesting work.
The Role
You'll be the first point of contact for a portfolio of high-profile clients across Mac and Windows environments. You own tickets from triage to resolution, communicate clearly under pressure, and know when to escalate. This isn't a call centre - clients know your name and expect you to know theirs.
What You'll Do
Diagnose and resolve 1st/2nd line incidents across macOS and Windows
Manage tickets end-to-end with accurate documentation and timely client updates
Support Microsoft 365 and Google Workspace administration
Configure and deploy hardware for client onboarding
Contribute to the internal knowledge base and escalate to senior engineers where needed
Participate in a one-week-per-month out-of-hours on-call rotation
What We're Looking For
3+ years in a service desk or technical support role
2+ years supporting both macOS and Windows
MSP experience preferred
At least one current certification: Apple Certified IT Professional, Microsoft Azure Administrator Associate, or Google Workspace Administrator
Experience in an SLA/KPI-driven environment
Strong written and verbal communication - you're client-facing daily
UK-based, eligible to work in the UK
Bonus points for: DattoRMM, Addigy, JAMF, Adobe Creative Cloud support, or French language skills
What You Get
30,000+ depending on experience and certifications
Private medical insurance
Primarily remote (occasional London/client site visits)
Exposure to AI integration, compliance, and modern IT strategy
A team that takes technical quality seriously