Service Desk Engineer (Weekend)

twentysix; Vancouver; On-site; CAD 42,000 - 56,000; Full time

Job summary

twentysix in Vancouver, Canada is seeking an entry-level Technical Support specialist to triage and resolve IT issues for client platforms. You will participate in a 24/7 service desk, ensure SLA adherence, and guide clients through platform configuration.

Ideal candidates have 0–2 years in tech support, strong English communication, and a proactive, problem-solving attitude. Familiarity with e-commerce and ticketing tools is a plus, with weekend night shifts on rotation.

Qualifications

• 0–2 years in technical support or IT service desk.
• Familiar with e-commerce concepts and terminology.
• Experience triaging issues in a ticketing system.
• Comfortable working with vendor platform support teams.
• Strong communication in written and spoken English.
• Self-motivated, proactive learner with problem-solving mindset.
• Willing to work weekend night rotation (Fri–Sun, 12h).

Responsibilities

• Triage issues in Jira Service Management and own them to resolution.
• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms.
• Provide guidance to client personnel to empower self-service.
• Lead conversations and guide clients through platform configuration.
• Work as part of a Service Desk team in a 24/7 support environment.
• Adhere to SLAs and service timelines; escalate when needed.
• Communicate with senior client stakeholders about complex ideas.
• Update Knowledge Bases with discovered solutions.
• Maintain accurate records of issue resolution and troubleshooting steps.
• Execute end-to-end deliverables according to a plan.

Skills

Technical aptitude

English communicator

Problem solving

Customer focus

Team collaboration

Weekend night schedule

Tools

Jira Service Management

Grafana

Datadog

Azure

BigCommerce

Commercetools

Job description

Responsibilities:

Technical Support & Issue Resolution

Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed

Diagnose, analyze, troubleshoot and resolve IT problems for client platforms

Provide guidance to client personnel to empower users to help themselves

Lead conversations and talk clients through configuration of the platform

Service Management

Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment

Work with SLAs and adhere to service timelines, responding to incidents based on severity levels

Understand when escalation is required and when a problem can be solved independently

Work within defined processes while constantly looking for ways to improve procedures

Collaboration & Communication

Work confidently with vendor platform support teams to resolve issues

Provide continuous feedback to clients via JIRA tickets

Communicate effectively with senior client stakeholders to discuss complex ideas

Work comfortably with multiple clients at the same time

Documentation & Knowledge Sharing

• Update Knowledge Bases with discovered solutions not previously documented

Maintain accurate records of issue resolution and troubleshooting steps

Execute deliverables from end to end according to a structured plan

Requirements:

• 0-2 years of experience in technical support or IT service desk roles

• Familiar with e-commerce concepts and terminology

• Experience of triaging issues created in a ticketing system

• Confident in working with vendor platform support teams to resolve issues

• Business savvy and IT literate with strong technical aptitude

• Comfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift

• Proactive and inquisitive, self-led learner with a natural problem-solving mindset

• Great communicator, comfortable with written and spoken English

• Consultative approach with good listening skills and insightful analysis when working with clients

• Ability to exercise judgment within defined procedures and practices to determine appropriate action

• Strong desire to resolve issues and maintain high standards of service excellence

Nice to Have

• Experience with Jira Service Management or similar ticketing tools

• Experience with observability tools such as Grafana, Datadog or Azure

• Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools