Job Description
Are you a night owl with a passion for technology and problem-solving? Memphis Enterprise Solutions is seeking a highly skilled Senior Technical Support Specialist to join our remote team. In this pivotal role, you will ensure our clients have seamless access to critical cloud-based infrastructure 24/7. We offer a competitive salary, comprehensive benefits, and the flexibility of remote work, all based out of our Memphis hub.
Why Join Us?
- Flexible Remote Environment: Work from the comfort of your home with a hybrid-friendly culture.
- Night Shift Perks: Enjoy competitive pay rates with no commute during rush hours.
- Professional Growth: Access to cutting-edge training and certification programs.
Responsibilities
- Remote Troubleshooting: Diagnose and resolve complex technical issues, including network connectivity, software deployment, and hardware failures, for remote users during the night shift.
- Incident Management: Prioritize and manage a high volume of incoming service tickets (Zendesk/ServiceNow) to ensure 99.9% uptime for client systems.
- System Monitoring: Proactively monitor server health, network traffic, and system alerts during off-peak hours to prevent downtime.
- Client Communication: Provide clear, empathetic, and timely technical support via chat, email, and phone to night-shift personnel.
- Documentation: Maintain accurate and up-to-date technical documentation and incident logs.
- Escalation Handling: Serve as the Tier 2 point of contact for complex issues that require specialized engineering attention.
Qualifications
- Experience: Minimum 3-5 years of experience in Technical Support, Help Desk, or IT Operations.
- Availability: Must be available to work a night shift schedule (e.g., 10:00 PM - 6:00 AM or similar).
- Technical Skills: Proficiency with remote access tools (RDP, VPN), Windows OS, and troubleshooting methodologies.
- Communication: Strong written and verbal communication skills with the ability to explain complex concepts to non-technical users.
- Education: Associate degree or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Tools: Familiarity with ticketing systems (Zendesk, Jira, ServiceNow) is a plus.