Level 1 Support Engineer – Night Shift

About the role

We are seeking a proactive Level 1 Support Engineer to join our Customer Service Hub for night‑shift operations. You will be the primary point of contact, providing first‑line technical assistance, monitoring systems, and ensuring smooth overnight service for our customers.

Key responsibilities

• Monitor ticketing systems, alerts, shared mailboxes and communication channels throughout the night shift.
• Handle Level 1 support requests, perform initial troubleshooting and accurate ticket categorisation, prioritisation and assignment.
• Track open incidents, ensure SLA compliance and verify backup job statuses, reporting failures immediately.
• Monitor Microsoft 365 services, Azure environments, VPN and internet connectivity, firewalls, endpoint alerts and overall infrastructure health.
• Coordinate incidents with internal teams (Azure, Modern Work, Infrastructure, Networking, Security, CRM/Applications) and escalate critical issues to higher‑level engineers or vendors.
• Maintain professional communication with customers via email, phone, Teams and ticketing tools, providing timely updates.
• Prepare detailed hand‑over notes for the morning shift and ensure proper documentation of all activities.
• Follow company operational procedures, escalation processes and security policies.

Required profile

• Strong verbal and written communication skills.
• Ability to work independently in a fast‑paced managed‑services environment.
• Ownership mindset with a focus on professionalism and customer satisfaction.
• Willingness to handle multiple tasks and prioritize incidents effectively.

Required skills

• Basic knowledge of Microsoft 365 services.
• Familiarity with Azure cloud environments.
• Understanding of VPN connectivity and firewall concepts.
• Experience with backup monitoring and endpoint alert systems.
• Proficiency in using ticketing and monitoring platforms.
• Comfort with Microsoft Teams for communication and collaboration.