Job Description
Join GlobalTech Solutions as a Night Shift Technical Support Specialist and become part of our award-winning remote team! We're seeking dedicated professionals to provide exceptional technical assistance to our clients during overnight hours (11 PM - 7 AM EST). This fully remote position offers competitive compensation, comprehensive benefits, and career advancement opportunities.
As a key member of our 24/7 support infrastructure, you'll troubleshoot complex IT issues, maintain system uptime, and deliver world-class customer service. Our Charlotte-based operation supports enterprise clients across North America, making this role perfect for tech-savvy individuals who thrive in independent work environments.
Responsibilities
- Provide Tier 2/3 technical support via phone, chat, and remote access for enterprise clients
- Diagnose and resolve hardware/software issues including Windows, macOS, and network connectivity
- Document all interactions in CRM systems with detailed ticket notes and resolution steps
- Collaborate with global engineering teams during critical system outages
- Conduct proactive system health checks and performance optimization
- Maintain SLA compliance metrics for ticket resolution times
- Train junior support staff on escalation protocols and troubleshooting techniques
Qualifications
- 3+ years of enterprise-level technical support experience
- CompTIA Network+ or AWS Certified Cloud Practitioner certification required
- Proficiency in remote desktop tools (TeamViewer, AnyDesk) and ticketing systems (Zendesk, Jira)
- Strong knowledge of Windows Server, Active Directory, and cloud infrastructure
- Exceptional written and verbal communication skills
- Ability to work independently with minimal supervision during night shift hours
- Experience supporting 500+ seat enterprise environments preferred
- Valid North Carolina driver's license for occasional on-site visits (quarterly)