Job Description
Join our elite night shift team as a Support Specialist at Nexus Global Solutions. This critical role ensures 24/7 operational excellence by providing exceptional technical support to our global clientele during overnight hours. You'll be the backbone of our night operations, troubleshooting complex issues with precision and professionalism while maintaining our industry-leading service standards.
Responsibilities
- Provide Tier 2/3 technical support via phone, chat, and remote access during overnight hours
- Monitor and respond to critical system alerts, ensuring rapid resolution of infrastructure issues
- Collaborate with global teams to resolve escalated customer concerns with SLA adherence
- Document all support interactions, resolutions, and preventive measures in our CRM system
- Conduct nightly system health checks and proactive maintenance on critical platforms
- Train and mentor junior support staff on advanced troubleshooting methodologies
- Contribute to knowledge base articles and process improvement initiatives
Qualifications
- 3+ years of experience in enterprise-level technical support or IT operations
- Proven expertise in Windows Server, Active Directory, and cloud environments (AWS/Azure)
- Strong diagnostic skills for networking, security, and application performance issues
- CompTIA Network+ or equivalent certification required
- Exceptional problem-solving abilities with minimal supervision
- Previous night shift or 24/7 operations experience preferred
- Excellent written and verbal communication skills
- Ability to work independently in high-pressure overnight scenarios