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# Helpdesk Engineer Nightshift

- **Company:** Colossus
- **Location:** Birmingham, UK (Remote available)
- **Experience:** Experienced
- **Salary:** £27,000.0 - £29,000.0
- **Contract:** Temporary to permanent
- **Skills:** Software Applications, JIRA, LiveChat, Proprietary Software, Servicenow
- **Published:** August 6, 2026
- **Apply:** https://itjobpro.co.uk/job/helpdesk-engineer-nightshift

## About the Role

Essential Experience

Previous experience in a software helpdesk or software support environment ( live chat)
Experience supporting multiple software applications or proprietary products.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Experience managing incidents and service requests in a fast-paced environment.
A proactive, customer-focused approach with a strong sense of ownership.
Previous experience of working of working on night shifts

Desirable Experience

Experience using ServiceNow.
Experience using Jira.
Knowledge of Anywhere365 phone systems.
Understanding of ITIL Foundation or ITIL 4 principles and best practices.
Experience working within structured service management environments.

## Description

Are you an experienced Software Support Engineer who thrives on solving complex issues, helping customers, and thinking outside the box?
Our client is looking for a talented 2nd Line Software Support Engineer to join our growing support team. This is an exciting opportunity for someone with a passion for technology, excellent communication skills, and a genuine desire to deliver outstanding customer service.
You'll play a critical role in supporting our software products, handling escalated incidents, and working collaboratively across teams to restore services quickly and effectively.
What You'll Be Doing
As a 2nd Line Software Support Engineer, you'll be one of the key points of contact for escalated software support incidents and service requests. Your responsibilities will include:

Investigating, diagnosing, and resolving complex software-related issues.
Managing incidents escalated from 1st Line Support.
Providing support across multiple proprietary software products through a variety of inbound support channels.
Identifying workarounds and permanent resolutions to minimise customer disruption.
Working closely with product, development, infrastructure, and third-party support teams.
Escalating incidents to 3rd Line Support where necessary.
Evaluating recurring incidents and contributing to Problem Management activities.
Maintaining accurate records and updates within support management systems.
Delivering excellent customer service throughout the support lifecycle., You also have your correct phone number and email address so we can contact you asap regarding your application


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