Service Desk Engineer - Night

Service Desk Engineer (Night Shift) Remote

About Us

We are supporting a MSP specialising in supporting financial sector and regulated businesses. They deliver enterprise-level support, security, strategy, and supply solutions, holding ourselves to a high standard across reliability, security, and customer experience.

They are a Microsoft Partner, focused on helping businesses transform and innovate through technology. Joining their team means hands-on access to world-class technologies, exciting applications, bespoke software, and a talented group of colleagues.

Role Overview

They are seeking an experienced, customer-focused IT engineer to join our night shift service desk team. You'll provide support across on-premises and Azure environments, acting as a key escalation point for critical incidents and changes.

You'll need a genuine passion for solving technical problems and a strong empathy for client needs. Day-to-day, you'll split your time between customer environment support, project delivery, and documentation.

Strong written and verbal communication skills are essential, as is a collaborative mindset and a commitment to building lasting client relationships.

Key Responsibilities

Reporting to the Service Desk Manager as part of a four-person engineering team, you will:

• Serve as the primary technical point of contact for incidents and service requests
• Lead troubleshooting across Azure and on-premises infrastructure, owning major incidents from triage through to resolution and post-incident review
• Drive root cause analysis on recurring or high-impact issues, implementing lasting fixes rather than temporary workarounds
• Review and implement changes within customer environments, acting as a technical reviewer for changes raised by colleagues
• Build and maintain documentation, runbooks, and knowledge base articles to reduce future escalations and support team development
• Spot opportunities where additional services could genuinely benefit customers and flag these to account management

What You'll Need

They're looking for someone with prior experience in an IT Solution Provider or MSP environment, with strong troubleshooting ability and a drive to keep growing professionally.

• Experience supporting complex IT environments
• Ability to thrive in a fast-paced setting and manage competing priorities
• Strong self-management and workload prioritisation skills
• Excellent client-facing skills with the ability to handle time-critical issues calmly and efficiently

Required Skills & Experience

• Microsoft AZ-104 certification (or equivalent demonstrable experience); VMware Certified Professional desirable
• 4+ years in a similar role
• Solid working knowledge across most of the following: VMware, Active Directory, Exchange (Online and/or on premises), Intune, Conditional Access, Storage/SAN

Hours

7pm - 7am | Four days on / four days off

Benefits

• 25 days annual leave (excluding UK Bank Holidays)
• Health cash plan
• Cinema tickets
• Gym membership
• Social events
• Training and certification support
• Pension scheme
• High street retailer discounts
• Employee benefits hub