Incident Manager / Scheduler – IT Support (Night Shift)

Role overview

This is a full-time, on-site night-shift position within an IT support team. The role focuses on being the first contact for after-hours issues, making sure calls, emails, and tickets are reviewed promptly and directed to the right people for action.

Location: Tirana, Albania

Shift: 12:30 AM to 9:00 AM, Monday to Friday

Work mode: On-site in the office

What you will do

• Oversee incoming support calls, service tickets, and emails throughout the night shift.
• Assess incidents by urgency and business impact so the most important issues are handled first.
• Route each ticket to the appropriate technician or team according to expertise and availability.
• Monitor unresolved cases and follow up until they are completed within the expected timeframe.
• Raise urgent matters through the correct escalation path when needed.
• Communicate clearly and professionally with clients as well as internal stakeholders.
• Maintain accurate logs and documentation for every incident managed.

What we are looking for

• Fluency in English, both written and verbal, is mandatory.
• Strong client-facing communication skills with a calm and professional manner over phone and email.
• Working knowledge of IT support, including ticketing tools, basic troubleshooting, and general understanding of infrastructure and networks.
• Excellent planning and multitasking abilities in a busy environment.
• Comfort with working independently during overnight hours.
• Prior experience in scheduling, dispatching, or incident coordination is a plus.

Offer and additional details

• Competitive monthly pay.
• A stable long-term contract.
• Exposure to Canadian and other international clients.
• A supportive team culture.