Job Description
Join InnovateTech Solutions as a Night Shift Technical Support Specialist and thrive in our dynamic remote work environment. This is your opportunity to deliver exceptional technical support to enterprise clients while enjoying the flexibility of working from home during prime evening hours. We offer competitive compensation, comprehensive benefits, and a culture that values innovation and work-life balance.
As a key member of our 24/7 support team, you'll troubleshoot complex technical issues, document resolutions, and collaborate with cross-functional teams. This role requires strong problem-solving skills, deep technical knowledge, and exceptional communication abilities. If you're passionate about technology and excel in independent work settings, we encourage you to apply.
Responsibilities
- Provide Tier 2/3 technical support for enterprise clients via phone, chat, and remote access
- Diagnose and resolve complex hardware/software issues including cloud infrastructure, networking, and cybersecurity
- Document detailed ticket resolutions in CRM systems and maintain knowledge base articles
- Collaborate with engineering teams to escalate and resolve critical system outages
- Mentor junior support staff and contribute to process improvement initiatives
- Monitor system health and proactively address potential vulnerabilities
- Adhere to SLAs and maintain high customer satisfaction metrics
Qualifications
- 3+ years of enterprise-level technical support experience
- Expert knowledge of Windows/Linux systems, cloud platforms (AWS/Azure), and networking fundamentals
- Industry certifications (CompTIA, Cisco, or Microsoft) preferred
- Exceptional written and verbal communication skills
- Proven ability to troubleshoot complex technical issues independently
- Experience with ticketing systems (ServiceNow, Jira) and remote support tools
- Ability to work autonomously during night shift hours (10 PM - 6 AM PST)
- Strong problem-solving skills and customer-focused mindset