Service Desk Engineer (Nights)

Service Desk Engineer (Nights)

Working hours: 7pm - 7am (four days on / four days off)

ABOUT THE CLIENT

Our client is a fast-growing technology services provider delivering cloud, infrastructure, cybersecurity and managed IT solutions to a portfolio of highly demanding professional services and financial organisations. With a strong reputation for technical excellence and customer service, they offer employees the opportunity to work on complex projects, cutting-edge technologies and business-critical environments. The company continues to invest heavily in its people, providing clear career progression, exposure to a broad technology stack and the chance to make a genuine impact within a collaborative and ambitious team.

ABOUT THE ROLE

We are seeking a skilled and customer-oriented Client Services Engineer to become part of our support team. In this position, you will be responsible for supporting both on-premises infrastructure and Azure-based environments for a range of customers.

The ideal candidate will have a strong interest in troubleshooting IT challenges and a customer-first mindset. Your day-to-day responsibilities will include managing and resolving issues within customer environments, as well as working closely with the project delivery team to design, implement, and support IT solutions and services.

You will act as a key escalation point for the service desk, handling high-priority incidents, escalations, and change management activities. The role will involve balancing technical support, project delivery, documentation, and collaboration with colleagues across the wider IT function.

Strong communication skills, both written and verbal, are essential, along with the ability to work effectively with internal teams and maintain strong, long-term relationships with customers.

Key Responsibilities

Reporting to the Service Desk Manager and working as part of a team of four engineers, you will:

• Act as the technical point of contact for incidents and service requests.
• Lead troubleshooting across Azure and on-premises infrastructure, taking ownership of major incidents from triage through to resolution and post-incident review.
• Drive root cause analysis on recurring or high-impact issues and implement permanent fixes rather than repeated workarounds.
• Review and implement changes within customer environments, acting as a technical reviewer for changes raised by other engineers.
• Build and maintain technical documentation, runbooks and knowledge base articles to reduce future escalations and uplift the wider team.
• Identify opportunities where additional CSq services could genuinely benefit a customer, and flag these to account management.

What you will need to succeed

For this role we are looking for someone with previous experience in an IT Solution Provider or MSP environment, with strong troubleshooting expertise, a proactive attitude towards learning, and the ability to add value to the wider business.

• Experience supporting and troubleshooting complex environments.
• Ability to work in a fast-paced environment and manage competing priorities.
• Ability to prioritise and self-manage your workload.
• You will have excellent client service skills, dealing with time critical issues efficiently as well as being enthusiastic about expanding your technical knowledge.

Required Skills

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