Synergy
Service Desk Engineer
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Service Desk Engineer (1st/2nd Line) Remote, UK £30,000+ | Full-Time | Permanent
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
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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
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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
To Apply
Send your CV and a brief note on your Mac/Windows experience. We'll respond within 5 business days.
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