Night Shift IT Support Engineer

The Night Shift Support Engineer will act as the primary point of contact for customers during out-of-hours operations, ensuring the delivery of a consistently high standard of technical support. The role is responsible for troubleshooting and resolving customer issues, maintaining accurate records, and escalating more complex incidents to the 2nd Line Support Team when required.

Working on a 4 days on / 4 days off rota, the successful candidate will provide support during night shift hours from 7:30pm to 7:30am, demonstrating strong time management, reliability, and the ability to work effectively in a fast-paced support environment.

Responsibilities and Duties

-Always deliver an exceptional customer experience, maintaining professionalism and empathy in all interactions.

-Respond promptly and efficiently to support requests received via telephone, email, monitoring systems, and the helpdesk platform.

-Manage incoming calls effectively, ensuring all incidents and requests are accurately logged and updated within the helpdesk system.

-Review customer history and previous tickets prior to troubleshooting to ensure continuity of support.

-Diagnose and resolve first-line technical issues in accordance with agreed customer SLAs and internal procedures.

-Escalate unresolved or complex issues to the 2nd Line Support Team, providing clear and comprehensive handover notes.

-Liaise with third-party vendors, service providers, and partners to facilitate the resolution of client issues where necessary.

-Create and maintain technical documentation, knowledge base articles, and solution records within the service desk tools.

-Provide in-house IT support for internal users during the night shift as required.

-Maintain high standards of record keeping, reliability, and communication throughout the shift.

-Undertake additional duties as requested by management.

Minimum of 2 years' experience in a Support or Helpdesk role.

-Strong understanding of IT infrastructure and support environments.

-Experience supporting technologies including Active Directory, Microsoft Exchange, Office 365, and basic virtualisation platforms.

-Excellent troubleshooting and problem-solving abilities.

-Ability to communicate technical information clearly to non-technical users.

-Strong organisational skills with the ability to prioritise tasks effectively during busy periods.

-Experience working within SLA-driven support environments.

-Ability to work independently and remain productive during overnight shifts., The ideal candidate will be dependable, customer-focused, and capable of maintaining a calm and professional approach under pressure. They will demonstrate initiative, attention to detail, and a commitment to delivering high-quality support throughout the night shift.

The Package

-Competitive salary (dependent ton your experience)

-Private Medical Insurance

-Part of a happy team that is focused on providing great support

-Exposure to multiple clients and technology

-A mobile phone allowance

-Variety of team events

-An employee referral bonus

-Professional development and training

This is an exciting opportunity to join a hugely successful company that always works with the latest technology and strives for excellence.