Job Description
Join the Elite Team at Apex Tech Solutions
We are currently seeking a highly skilled and motivated Senior Technical Support Specialist to join our premium support division. If you are looking for a high-paying role that offers flexibility and work-life balance, this night shift position is for you. We offer a competitive hourly rate, comprehensive benefits, and a cutting-edge tech environment.
As a key member of our support team, you will be responsible for resolving complex technical issues for our enterprise clients, ensuring 99.9% uptime, and providing top-tier customer satisfaction during the evening hours.
Why Apply?
- Premium Compensation: Earn between $35 and $55 per hour.
- Flexibility: Enjoy a predictable schedule with night shift premium.
- Remote Options: Hybrid work model available for qualified candidates.
- Growth: Clear pathways to Senior Engineering and Management roles.
Responsibilities
- Monitor System Health: Continuously monitor server performance, network traffic, and application health to proactively identify and resolve potential outages.
- Tier 2 Troubleshooting: Diagnose and resolve complex technical hardware and software issues escalated from Level 1 support teams.
- Customer Escalations: Handle high-priority technical escalations from enterprise clients with a focus on empathy and rapid resolution.
- Incident Management: Log, track, and manage incidents using ITIL best practices to ensure accurate documentation and resolution.
- Security Maintenance: Enforce security protocols and patch management during off-peak hours to minimize risk.
- Documentation: Maintain up-to-date knowledge bases and technical documentation for internal teams and end-users.
- Collaboration: Work closely with development and DevOps teams to communicate technical requirements and feedback.
Qualifications
- Experience: Minimum of 3-5 years of experience in IT Support, Help Desk, or Technical Customer Service.
- Night Shift Availability: Must be available to work rotating night shifts (e.g., 10:00 PM - 7:00 AM) with reliability and consistency.
- Technical Skills: Proficiency in Windows Server, Active Directory, Linux, SQL, and cloud platforms (AWS/Azure).
- Communication: Excellent verbal and written communication skills with the ability to translate technical jargon into plain English.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Tools: Strong knowledge of ticketing systems (ServiceNow, Jira, Zendesk).
- Problem Solving: Strong analytical thinking and the ability to troubleshoot under pressure.