Service Desk Engineer (Weekend)

As a Service Desk Engineer, you'll play a critical role in ensuring the reliability and performance of our clients' digital platforms. Reporting into the Managed Services team, you will be responsible for triaging issues, diagnosing problems, and providing exceptional technical support to our enterprise clients. You will help maintain platform stability and deliver outstanding customer care while working with modern SaaS e-commerce platforms and supporting dynamic, enterprise-level applications.

This is a weekend night shift role, covering 2 nights per week on a rotating schedule across Friday, Saturday, and Sunday, with 12-hour shifts

Responsibilities:

Technical Support & Issue Resolution

• Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed

• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms

• Provide guidance to client personnel to empower users to help themselves

• Lead conversations and talk clients through configuration of the platform

Service Management

• Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment

• Work with SLAs and adhere to service timelines, responding to incidents based on severity levels

• Understand when escalation is required and when a problem can be solved independently

• Work within defined processes while constantly looking for ways to improve procedures

Collaboration & Communication

• Work confidently with vendor platform support teams to resolve issues

• Provide continuous feedback to clients via JIRA tickets

• Communicate effectively with senior client stakeholders to discuss complex ideas

• Work comfortably with multiple clients at the same time

Documentation & Knowledge Sharing

• Update Knowledge Bases with discovered solutions not previously documented

• Maintain accurate records of issue resolution and troubleshooting steps

• Execute deliverables from end to end according to a structured plan

Requirements:

• 0-2 years of experience in technical support or IT service desk roles
• Familiar with e-commerce concepts and terminology
• Experience of triaging issues created in a ticketing system
• Confident in working with vendor platform support teams to resolve issues
• Business savvy and IT literate with strong technical aptitude
• Comfortable working a fixed weekend night schedule - 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift
• Proactive and inquisitive, self-led learner with a natural problem-solving mindset
• Great communicator, comfortable with written and spoken English
• Consultative approach with good listening skills and insightful analysis when working with clients
• Ability to exercise judgment within defined procedures and practices to determine appropriate action
• Strong desire to resolve issues and maintain high standards of service excellence

Nice to Have

• Experience with Jira Service Management or similar ticketing tools
• Experience with observability tools such as Grafana, Datadog or Azure
• Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools