Job Description
Are you an exceptional problem solver looking for a flexible work-life balance?
Apex Digital Systems is seeking a highly skilled Night Shift Technical Support Specialist to join our remote team. We are a leading technology firm based in the United States, dedicated to delivering top-tier IT solutions to our clients. We are looking for a dedicated professional who thrives in a quiet, focused environment and can provide critical support during off-peak hours.
As part of our remote team, you will enjoy the freedom of working from home while ensuring our clients experience seamless technical uptime and support around the clock.
Responsibilities
- Monitor System Health: Proactively monitor system performance, alerts, and logs during the night shift to ensure maximum uptime and stability for client infrastructure.
- Ticket Resolution: Prioritize, triage, and resolve complex technical support tickets submitted by clients during non-business hours with a focus on speed and accuracy.
- Remote Troubleshooting: Diagnose and troubleshoot hardware, software, and network issues remotely using advanced diagnostic tools and remote access software.
- Documentation: Maintain detailed, accurate, and up-to-date technical documentation and logs for all resolved issues to facilitate knowledge sharing.
- Client Communication: Provide clear, professional, and empathetic communication to clients via email or ticketing systems, ensuring their concerns are addressed promptly.
- Collaboration: Collaborate with day-shift engineering teams to escalate critical issues and hand off unresolved tickets efficiently.
Qualifications
- Experience: Minimum of 3-5 years of experience in technical support, IT helpdesk, or customer service roles.
- Availability: Must be willing and able to work night shifts (e.g., 10:00 PM - 6:00 AM EST).
- Remote Proficiency: Demonstrated experience working remotely with high reliability and discipline.
- Technical Skills: Strong knowledge of Windows/Linux operating systems, networking fundamentals, and remote support tools (e.g., TeamViewer, LogMeIn).
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Education: Associate’s degree in Computer Science, Information Technology, or equivalent work experience.