Service Desk Engineer

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

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

To Apply

Send your CV and a brief note on your Mac/Windows experience. We'll respond within 5 business days.