Service Desk Technician

Hamilton Barnes ?; Manchester; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Remote work after training

Career progression and mentorship

Exposure to VOIP and monitoring tools

Job summary

Hamilton Barnes is seeking a candidate for a 24/7 technical support role. You will be on the front lines, triaging and resolving technical issues, and escalating when needed. After training, you’ll work remotely during night shifts and rotate across evenings, nights and weekends.

The role offers a clear path to 2nd and 3rd line support with training, mentorship, and progression mapped out, exposing you to VOIP, alert monitoring, and a wide stack with ServiceNow, Remedy, and Salesforce.

Qualifications

• Experience in a service desk or helpdesk environment.
• Ability to triage and escalate technical issues.
• Willingness to work nights and weekends on a rotating schedule.
• Eligibility for SC (NPPV3) clearance.
• Motivation to learn and grow within the role.

Responsibilities

• Act as the first point of contact for technical support issues.
• Monitor alarm and alert systems and respond to triggers.
• Perform user administration tasks (add/remove users).
• Learn systems within three months and gain deep tool understanding.
• Follow a 12-week rotating shift pattern including evenings, overnights and weekends.

Skills

Customer service

Service desk experience

Night/weekend shifts

SC clearance eligibility

Willing to learn

Career progression

Mentoring

Technical stack exposure

Team-oriented

Tools

ServiceNow

Remedy

Salesforce

Job description

Looking to break into the world of 24/7 technical support with a clear path to progress? This is your chance to join a fast-growing tech company expanding its round-the-clock support function. You’ll be on the front lines of customer support, resolving technical issues, working across exciting comms platforms, and growing your skillset from day one.

This is a rotating shift-based role that includes nights and weekends — but don’t worry, once you’ve completed your training, you’ll be working fully remotely during your shifts. We’re looking for someone who’s ready to commit, learn fast, and climb the ranks into 2nd and 3rd line support.

What’s in it for you?

• Remote shift work after training – Flexibility that fits your life.
• Serious career growth – Clear route into 2nd and 3rd line support, with training, mentorship, and progression mapped out.
• No two days the same – Work across a wide range of tech, from VOIP to alarm monitoring systems, and get exposure early.

Responsibilities:

• Act as the first point of contact for all technical support issues – triaging, troubleshooting, and escalating where needed.
• Monitor alarm and alert systems (like PRTG and SolarWinds) and respond to service triggers.
• Carry out user admin tasks (e.g. adding/removing users), work with Avaya and Netsapiens platforms.
• Learn the systems inside out within your first three months, developing a deep understanding of the tools and when to escalating.
• Work on a 12-week rotating shift pattern that includes evenings, overnights, and weekends.

Skills / Must have:

• Excellent customer service – calm under pressure, solution-focused, and professional.
• Experience with service desk or helpdesk systems such as ServiceNow, Remedy, or Salesforce.
• Willing and able to work nights and weekends on a rotating basis.
• Must be eligible for SC (NPPV3) clearance – you'll be supporting critical, secure environments.
• Hungry to learn and grow – you want to move up and you’re not afraid to put in the work.
• Clear career path into 2nd and 3rd line support – we promote from within.
• Hands-on training, 1:1 mentoring, and access to a growing knowledge base.
• Access to a wide technical stack – VOIP, Salesforce, virtualisation, and more.
• Tight-knit, ambitious team that values growth and results over hierarchy.
• (Overtime opportunities available)

Location:

Manchester-based for the first 3 months (ideally 5 days/week in office, minimum 3). After that, remote during night shifts – but you must be within commuting distance for training.