Technical Support - Night Shift - Remote
Technical Support - Night Shift - Remote
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Commercial Director | Technology Recruitment | Brightwater | E-Commerce & Drop-shipping Enthusiast
Technical Support - Night Shift - Remote
About the Company
Join a cutting-edge, fully remote technology company on a mission to transform IT helpdesk services for organisations around the world. This is a business built around innovation, collaboration, and redefining what great support looks like. With a growing international customer base and a commitment to exceptional service, this is an exciting opportunity to be part of something new, fast-paced, and forward-thinking.
About the Position
We’re hiring a Night Shift IT Helpdesk Analyst to provide expert technical support to a global customer base. This fully remote role is based in Ireland and requires availability during night shift hours (approx. 12am–8am), including participation in a weekend rotation. You'll be the first point of contact for end-users, troubleshooting a variety of technical issues, and ensuring efficient, high-quality resolutions.
This isn’t just about fixing problems—it’s about delivering exceptional service, building trust with customers, and contributing to the continuous improvement of support processes.
Key Responsibilities
* Deliver prompt and professional technical support across a range of systems and tools.
* Diagnose and resolve IT issues for customers with clarity and care.
* Use platforms such as Jira, ServiceNow, or FreshDesk to manage and document support tickets.
* Collaborate with other analysts and internal teams to improve service delivery.
* Communicate clearly with both technical and non-technical users.
* Operate as part of a night shift team, including weekend shifts on a rotating basis.
* Identify opportunities for automation and improved workflows.
Experience/Requirements
* Hands-on experience supporting both Windows and macOS environments, with the ability to troubleshoot common system-level issues.
* Confident working with cloud-based productivity platforms, including email, file sharing, and collaboration tools.
* Comfortable using and navigating IT ticketing or helpdesk systems to manage, document, and resolve user issues.
* A solid grasp of basic networking concepts, such as connectivity, DNS, and troubleshooting internet-related problems.
* Knowledge of user access and permissions management, including secure login practices and account setup processes.
* Exposure to mobile device configuration and management tools is beneficial, though not essential.
Soft Skills:
* A strong sense of empathy and patience, with the ability to truly listen and understand the customer’s perspective.
* Naturally customer-focused, driven by the desire to help others and deliver a positive experience every time.
* Clear and confident communicator, able to explain technical concepts in simple, human terms.
* Calm under pressure, with a level-headed approach to solving problems, even in fast-paced or high-volume environments.
* Self-motivated and curious, with a genuine enthusiasm for technology and a willingness to continuously improve.
* Collaborative by nature, working well with teammates and other departments to find the right solution.
* Skilled at organising tasks, setting priorities, and following through — especially when juggling multiple issues at once.
Remuneration Package
* Excellent package - Salary €
* Stock options
* Fully remote
Contact
Keith O'Loughlin - k.oloughlin@brightwater.ie
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting and IT System Training and Support
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