Job Description
Join our dynamic support team at TechNova Solutions and become the backbone of our 24/7 operations. We're seeking dedicated night shift professionals to deliver exceptional technical support to our global client base. This role offers flexible hours, competitive compensation, and the opportunity to work in Durham's thriving tech hub. If you're a problem-solver with a passion for customer satisfaction, we want you on our team!
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and chat during night shift hours
- Monitor and resolve system alerts, outages, and performance issues
- Document all interactions, resolutions, and escalations in ticketing systems
- Collaborate with onshore/offshore teams for seamless handover processes
- Escalate critical issues to senior engineers with detailed context
- Conduct routine system health checks and preventative maintenance
- Maintain knowledge base articles and troubleshooting guides
Qualifications
- High school diploma or equivalent; relevant certifications a plus
- 1+ years in technical support or IT operations
- Proficiency with Windows/Linux operating systems and networking basics
- Strong written and verbal communication skills
- Ability to work independently and make sound decisions
- Experience with ticketing systems (Jira, ServiceNow, Zendesk)
- Comfortable working night shifts (11 PM - 7 AM)
- CompTIA A+/Network+ or equivalent preferred