Technical Support - Night Shift - Remote

Technical Support - Night Shift - RemoteAbout 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 €
• Additional 20% shift allowance
• Stock options
• Healthcare
• Fully remote
• Clear Career Path

Contact

Keith O'Loughlin - k.oloughlin@brightwater.ie