Service Desk Engineer – Weekend Shift

About the role

We are looking for a Service Desk Engineer to join our Managed Services team on a weekend night shift. The role focuses on maintaining the reliability and performance of our clients’ digital platforms, primarily SaaS e‑commerce solutions. You will work remotely, supporting enterprise customers across multiple time zones.

Key responsibilities

• Triaging and owning tickets in Jira Service Management, ensuring timely resolution.
• Diagnosing, analyzing, and troubleshooting IT issues on client platforms.
• Guiding client personnel through platform configuration and self‑service procedures.
• Collaborating with vendor support teams to resolve complex problems.
• Adhering to SLAs, escalating when necessary, and documenting resolutions.
• Maintaining accurate records and updating knowledge bases with new solutions.

Required profile

• 0‑2 years of experience in technical support or IT service desk environments.
• Familiarity with e‑commerce concepts and terminology.
• Ability to work two 12‑hour weekend nights per week on a rotating schedule.
• Strong communication skills for interacting with senior client stakeholders.

Required skills

• Jira Service Management ticketing system.
• Experience with SaaS e‑commerce platforms.
• IT troubleshooting and problem‑resolution techniques.
• Ticket triage and SLA management.