Job Description
Join our elite support team in the heart of Washington, DC, as a Night Shift Support Specialist. This pivotal role ensures seamless 24/7 operations for our global clientele while maintaining the highest standards of service excellence. You'll be the backbone of our overnight operations, delivering exceptional technical and customer support during critical business hours. We offer a collaborative environment, competitive compensation, and opportunities for professional growth in a dynamic tech landscape.
Responsibilities
- Provide Tier 2-3 technical support for enterprise clients during night shift hours (11 PM - 7 AM)
- Monitor and resolve system alerts, outages, and performance issues in real-time
- Document all interactions, resolutions, and escalations using ServiceNow platform
- Collaborate with global teams during cross-continental handovers and incident management
- Conduct proactive system health checks and maintenance tasks during low-traffic periods
- Mentor junior support staff on complex troubleshooting methodologies
- Contribute to knowledge base updates and process improvement initiatives
Qualifications
- 3+ years of enterprise-level IT support experience with night shift exposure
- Expertise in Windows Server, Active Directory, and cloud infrastructure (AWS/Azure)
- Strong proficiency with monitoring tools (e.g., SolarWinds, Nagios) and ticketing systems
- CompTIA Security+ or equivalent certification required
- Exceptional problem-solving abilities with minimal supervision
- Ability to remain calm and decisive during high-pressure situations
- Excellent written and verbal communication skills for global stakeholder interactions
- Valid US driver's license for occasional on-site emergencies