Second Line Service Desk Engineer Full Time NEW

2nd Line Service Desk Engineer

The Company

Syntax Integration is a boutique Managed Services Provider delivering high-quality IT support and consultancy services. We primarily support clients in the financial, property and investment sectors, with a strong focus on secure, high-performing cloud environments.

We pride ourselves on delivering a personable, relationship-led service, underpinned by strong technical expertise and well-structured, ITIL-aligned processes.

The Role

This is a hybrid role, with a typical split of three days per week in our Central London office and two days remote. You should be comfortable with flexibility, including increased on-site time where required to support business and client needs.

Salary: £40,000 – £45,000 per annum (depending on experience and technical capability)

As a 2nd Line Service Desk Engineer, you will be a key member of the Service Desk, taking ownership of a wide range of technical issues—from straightforward service requests through to complex troubleshooting and resolution.

This is not a tiered support environment. All engineers are expected to be well-rounded, proactive, and capable of handling tickets end-to-end, ensuring a consistent and high-quality service for our clients.

You will work directly with end users, including senior stakeholders, providing clear communication, strong technical resolution, and a professional service experience throughout.

This role requires strong problem-solving ability, attention to detail, and the confidence to manage competing priorities in a fast-paced MSP environment.

Key Responsibilities:

· Managing and resolving incidents and service requests across a broad technical scope, in line with agreed SLAs

· Taking full ownership of tickets from initial triage through to resolution

· Troubleshooting and resolving complex technical issues across cloud, endpoint, and infrastructure environments

· Investigating recurring issues and contributing to Problem Management and long-term fixes

· Raising, assessing, and implementing changes in line with Change Management processes

· Supporting Microsoft 365 and Azure environments, including identity, security, and endpoint management

· Maintaining accurate and detailed documentation within the ticketing system

· Supporting user onboarding and offboarding processes, including access and device provisioning

· Supporting backup, disaster recovery, and security solutions

· Monitoring alerts and proactively addressing potential issues

· Contributing to continuous service improvement initiatives and internal documentation

About You

To be successful in this role, you will have:

· Previous experience working within an MSP or fast-paced IT Service Desk environment

· A strong understanding of ITIL practices, including Incident, Problem, and Change Management

· Excellent customer service and communication skills, with a professional and calm approach

· The ability to take ownership and work independently, while collaborating effectively within a team

· Strong organisational skills and the ability to manage multiple priorities

· A proactive mindset with a focus on quality and continuous improvement

Technical Experience

You will have hands-on experience with:

Microsoft Cloud & Identity

· Microsoft 365 (Exchange Online, SharePoint Online, OneDrive for Business, Teams)

· Microsoft Entra ID (Azure AD)

· Multifactor Authentication and Conditional Access

· Identity and access management best practices

Endpoint & Device Management

· Windows and macOS environments

· Microsoft Intune and Autopilot

· Apple Business (Manager)

· Device compliance and security policies

· Datto RMM

· TeamViewer

Infrastructure & Core Services

· Windows Server

· Active Directory & Entra Domain Services

· DNS, DHCP

· Hyper-V

· Basic networking troubleshooting (VPN, Wi-Fi, TCP/IP)

Backup, Security & Disaster Recovery

· Microsoft and Azure backup solutions

· Cloud backup platforms (e.g. SkyKick, Barracuda)

· Endpoint and identity security controls

General Technical Skills

· Laptop and desktop hardware troubleshooting

· Mobile device setup and support

· File and folder permissions (NTFS and SharePoint)

Soft Skills

· Clear and professional communication, both written and verbal

· Strong customer service skills and a calm, reassuring manner

· Ability to work well with users at all levels, including senior stakeholders

· Strong troubleshooting mindset and logical approach to problem-solving

· Good organisational skills and the ability to manage competing priorities

· Proactive, reliable, and able to take ownership of issues through to resolution

· High attention to detail and commitment to quality

· Positive and flexible approach within a busy team environment

· Willingness to learn, adapt, and contribute to continuous improvement

Certifications

Required:

· Microsoft 365 Fundamentals (MS-900)

· Microsoft Azure Fundamentals (AZ-900)

Desirable:

· Microsoft Endpoint Administrator Associate

· Azure Administrator Associate

· Microsoft Identity and Access Administrator

· Azure Virtual Desktop Specialty

· Information Security Administrator Associate

· ITIL Foundation (or strong practical familiarity with ITIL processes)

Why Work for Us?

· 25 days’ annual leave plus bank holidays

· Hybrid working options

· Life insurance and private health insurance

· Employee Assistance Programme (including legal/medical support and counselling)

· Retail discount scheme

· Certification support and reward scheme

· Access to a free e-learning platform

· Regular team lunches and office snacks