Service Desk Engineer

Service Desk Engineer

Shift Pattern - (Night Shift)

Work Model - Fully Remote

Client based in - London, Greater London

About Our Client

They are a technology services partner specialising in supporting financial sector and regulated businesses. We 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 our team means hands-on access to world-class technologies, exciting applications, bespoke software, and a talented group of colleagues.

Role Overview

They're 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: Service Desk Manager

Team: four-person engineering team

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 are 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