Service Desk Engineer (Weekend)

THE ROLE:

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