Colossus Recruitment
Helpdesk Engineer Nightshift
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Helpdesk Engineer Nightshift - Remote Home Based role
10pm - 6pm - Weekdays / Weekend
This is a 3 month contract (Inside IR35 Via Umbrella) with a possibility of a permanent position
Are you an experienced Software Support Engineer who thrives on solving complex issues, helping customers, and thinking outside the box? Our client is looking for a talented 2nd Line Software Support Engineer to join our growing support team. This is an exciting opportunity for someone with a passion for technology, excellent communication skills, and a genuine desire to deliver outstanding customer service. You'll play a critical role in supporting our software products, handling escalated incidents, and working collaboratively across teams to restore services quickly and effectively.
What You'll Be Doing
As a 2nd Line Software Support Engineer, you'll be one of the key points of contact for escalated software support incidents and service requests. Your responsibilities will include:
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- Investigating, diagnosing, and resolving complex software-related issues.
- Managing incidents escalated from 1st Line Support.
- Providing support across multiple proprietary software products through a variety of inbound support channels.
- Identifying workarounds and permanent resolutions to minimise customer disruption.
- Working closely with product, development, infrastructure, and third-party support teams.
- Escalating incidents to 3rd Line Support where necessary.
- Evaluating recurring incidents and contributing to Problem Management activities.
- Maintaining accurate records and updates within support management systems.
- Delivering excellent customer service throughout the support lifecycle.
What We're Looking For
Essential Experience
- Previous experience in a software helpdesk or software support environment (live chat)
- Experience supporting multiple software applications or proprietary products.
- Strong troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- Experience managing incidents and service requests in a fast-paced environment.
- A proactive, customer-focused approach with a strong sense of ownership.
- Previous experience of working on night shifts
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Desirable Experience
- Experience using ServiceNow.
- Experience using Jira.
- Knowledge of Anywhere365 phone systems.
- Understanding of ITIL Foundation or ITIL 4 principles and best practices.
- Experience working within structured service management environments.
All our roles are UK based. When submitting your application to Colossus, please ensure the following
- Your CV has your address and postcode.
- You also have your correct phone number and email address so we can contact you asap regarding your application.
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