Service Desk Engineer (Weekends)

Service Desk Engineer (Weekends)

Working hours: 7am - 7pm (Friday to Sunday) or (Saturday to Monday)

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 proactive and technically capable Client Services Engineer to join our growing support function. This role will involve supporting both on-premises and Microsoft Azure environments across a diverse customer base.

The successful candidate will enjoy diagnosing and resolving technical challenges while delivering exceptional customer experience. Responsibilities will include maintaining and supporting customer infrastructure, resolving technical issues, and collaborating with the project team on the implementation of new environments and services.

A significant part of the role will involve acting as an escalation point for the service desk, managing complex incidents, overseeing change activity, and ensuring customer environments remain stable and secure. The position requires a balance of technical support, project involvement, documentation, and knowledge sharing.

Strong communication skills are essential, along with the ability to work closely with colleagues across the wider support function and build trusted relationships with customers.

Key Responsibilities

• Reporting to the Service Desk Manager and working as part of a team of four engineers, you will:
• Serve as a senior technical contact for incident resolution and service-related requests.
• Take ownership of troubleshooting activities across Azure and on-premises platforms, managing critical incidents through investigation, resolution, and review.
• Investigate recurring and business-critical issues, identifying underlying causes and implementing long-term corrective actions.
• Assess, approve and implement technical changes within customer estates, providing peer review and governance for changes raised by other team members.
• Produce and maintain high-quality technical documentation, operational procedures and knowledge articles to improve service delivery and reduce escalation volumes.
• Recognise opportunities where additional CSq services may add value to customers and communicate these opportunities to the account management team.

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 capabilities, a proactive attitude towards learning, and a desire to contribute positively 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.