Service Desk Engineer (1st/2nd Line) Remote

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