Helpdesk Engineer Nightshift

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

• 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

• 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 of working on night shifts
• 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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