Job Description
Are you a problem-solver who thrives in the quiet of the night? Apex Digital Solutions is seeking a dedicated Technical Support Specialist to join our elite Miami-based remote team. We are looking for individuals who excel in a self-directed environment and want to make a significant impact while working from the comfort of their home.
As a key member of our Night Operations team, you will be the first line of defense for our enterprise clients, ensuring minimal downtime and maximum productivity during off-peak hours. This is a unique opportunity to work a flexible schedule while maintaining a premium work-life balance.
Responsibilities
- Provide tier-1 and tier-2 technical support via phone, email, and chat during the night shift.
- Diagnose and troubleshoot hardware, software, and network connectivity issues for remote users.
- Document all interactions and resolutions in our ticketing system to maintain accurate logs.
- Collaborate with the day-shift engineering team to escalate complex technical issues promptly.
- Conduct remote desktop sessions to guide users through technical procedures safely and securely.
- Monitor system performance and alert the team to potential outages or security threats.
- Ensure all support protocols are followed to maintain high customer satisfaction scores.
Qualifications
- High school diploma or GED equivalent; Associate’s degree in Computer Science or IT preferred.
- Proven experience in technical support or help desk roles (minimum 1-2 years).
- Strong knowledge of Microsoft Windows, macOS, and common office software suites.
- Excellent written and verbal communication skills with a professional, customer-first attitude.
- Must reside within the Miami, Florida metropolitan area.
- Ability to work independently with minimal supervision during night hours.
- Reliable high-speed internet connection and a dedicated home workspace.