Job Description
Join our elite night shift team as a Support Specialist at NexusTech Solutions Inc. We're seeking dedicated professionals to provide exceptional technical support during overnight hours. This role is critical to maintaining 24/7 operational excellence for our enterprise clients. Enjoy competitive compensation, comprehensive benefits, and a collaborative remote-friendly environment. If you're a problem-solver passionate about delivering outstanding customer experiences, this is your opportunity to thrive in a flexible, high-performance culture.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote access for enterprise clients during night shift hours (10 PM - 6 AM)
- Diagnose and resolve complex hardware/software issues including network connectivity, system crashes, and application errors
- Document all interactions using Salesforce CRM with detailed ticket resolution steps and knowledge base contributions
- Collaborate with global support teams and escalation points for cross-functional issue resolution
- Proactively monitor system health using Splunk and Nagios to prevent service disruptions
- Conduct onboarding sessions for night shift staff and knowledge transfer initiatives
- Maintain 99.9% SLA compliance through prompt ticket resolution and follow-up protocols
Qualifications
- 3+ years of enterprise-level IT support experience with night shift or overnight availability
- Expert-level knowledge of Windows Server, Active Directory, and cloud platforms (AWS/Azure)
- CompTIA Network+ or equivalent certification required; CCNA preferred
- Proficient in scripting (Python/PowerShell) for automation and remediation tasks
- Exceptional troubleshooting skills with experience in virtualized environments (VMware/Hyper-V)
- Strong written communication skills for technical documentation and client interactions
- Ability to work independently with minimal supervision in remote team settings
- Experience with ticketing systems (ServiceNow/Jira) and monitoring tools (Splunk)