About us: Synergy Associates is an International IT Managed Services Provider (MSP) with offices and clients in London, New York, LA, Dubai, Paris, Singapore and Hong Kong. We focus on delivering a premium service to some of the world\xe2\x80\x99s most discerning clients across the arts, advertising, financial and other sectors. Our guiding imperative is to ensure that technology not only functions optimally, but merges seamlessly with the environment and vision of our clients.
We are a company that values our team and we work hard to create an inclusive culture of mutual respect. We offer a great package of benefits and offer the ability to work remotely when not with clients.
Responsibilities: As a service desk engineer, you will investigate and diagnose end-user issues, according to defined procedures, and will assist in keeping all documentation up-to-date. In the typical execution of the role you will:

• Perform remote troubleshooting, employing diagnostic techniques, specialist tools, and directed questions.
• Own tickets from creation/assignment to closure, providing timely and relevant updates to clients.
• Document incident resolution and assist in the creation of knowledge-base articles to ensure all relevant information is logged.
• Escalate unresolved tickets to relevant groups or identified team member
• Assist senior engineers with investigation and resolution of network and infrastructure problems where necessary. Carry out specified maintenance procedures as directed.
• Act as a first point of contact for incidents arising within customer applications. Escalate where necessary to internal groups and/or liaise with application vendors.
• Contribute to request fulfilment by carrying out routine administration tasks such as password resets and security group membership updates to agreed procedures.
• Assist Technical Account Managers through regular updates on ticket queues and proactively monitor tickets, escalating to as necessary
• Receive and prepare IT equipment, such as computers, printers and network equipment, to send to client sites. This process involves asset management procedures, preparation of delivery documentation and coordinating couriers.

Essential Skills:

• Excellent written and verbal communication skills.
• Understanding of SLA and KPI terminology and how they apply in the context of a managed IT service provider.
• Calm under pressure with the ability to manage conflicting priorities.
• Ability to work on own or within a team environment.
• Self-motivated to find solutions to customer issues under guidance from senior members.
• Ability to balance workload and manage time effectively.

Technology: Knowledge of a range of end user devices/operating systems including, but not limited to:

• Apple/Windows, computers, tablets and mobile devices.
• Deep understanding and knowledge of Apple macOS and Windows OS.
• Basic knowledge of backup and restore procedures.
• Knowledge of cloud office productivity suite administration including Office 365, Google Cloud etc).
• High-level knowledge of network and systems architecture.
• Familiarity with Adobe Creative Cloud suite.
• JAMF, Addigy, MDM experience
• Experience with Helpdesk ticketing systems (e.g. ZenDesk, Autotask, ConnectWise, Halo).

Client: Clients choose Synergy for our professionalism, our white-glove service and our attention and care for the technology that runs their businesses. You client interactions should include:

• Ability to diagnose and resolve technical issues as reported by customers, within own skill set; able to determine where escalation is required.
• Outstanding customer service skills, demonstrating ability to empathise with a wide range of clients across diverse industries and technical proficiency.
• Ability to build relationships with internal and external customers and stakeholders.
• Passion for understanding how technology affects customer operations.

Experience and Education: Twelve months working in a customer focused IT role, such as a service desk, or technical support function.
Location: Your primary work location with be your home. Onsite visits to client sites domestically and internationally may be required occasionally. Applicants who currently live in UAE are welcome to apply.
Working hours: Synergy is current hiring full-time staff for a variety of shifts including days, evenings and nights.