Job Description
Join our cutting-edge remote support team and become the backbone of our 24/7 operations! As a Night Shift Support Specialist at NexusTech Solutions, you'll provide critical technical assistance to clients across North America during overnight hours. This fully remote opportunity offers competitive compensation, flexible scheduling, and the chance to work with industry-leading technologies while maintaining work-life balance. If you're a problem-solver who thrives in dynamic environments and values autonomy, this role is your gateway to career growth in Mesa's thriving tech ecosystem.
Responsibilities
- Deliver exceptional technical support via phone, chat, and remote access for enterprise clients during overnight shifts (11 PM - 7 AM MST)
- Diagnose and resolve complex hardware/software issues including network connectivity, cloud platforms, and security protocols
- Document all interactions using Salesforce CRM while maintaining 95%+ SLA compliance
- Collaborate with global support teams using Jira and Slack for escalated issue resolution
- Proactively monitor system health using SolarWinds and Datadog to prevent outages
- Conduct weekly knowledge base updates and training documentation refinements
- Mentor junior support staff during shift transitions to ensure consistent service quality
Qualifications
- Minimum 3 years of experience in Tier 2/3 technical support or IT operations
- Expert proficiency in Windows Server, Active Directory, and AWS/Azure environments
- CompTIA Security+ or equivalent cybersecurity certification required
- Proven ability to troubleshoot complex networking issues (TCP/IP, VPN, firewalls)
- Exceptional written and verbal communication skills with ability to simplify technical concepts
- Experience working remotely with strong self-management capabilities
- Availability to work 4x10-hour night shifts (Monday-Thursday) with weekend rotation
- Proficiency in Zendesk, Freshdesk, or similar support ticketing systems