Job Description
We are seeking a highly motivated Night Shift Technical Support Specialist to join our elite support team in New York. If you are passionate about technology and excel in a high-performance environment, we want to hear from you. Enjoy the stability of a full-time position with the flexibility of rotating weekend and night schedules.
As a key member of our operations team, you will be the first line of defense for our clients, ensuring minimal downtime and maximum satisfaction during off-hours.
Responsibilities
- Provide advanced technical troubleshooting and support via phone, chat, and email during night shifts.
- Diagnose and resolve complex hardware and software issues for enterprise clients.
- Manage and prioritize a high volume of support tickets to maintain service level agreements (SLAs).
- Document technical resolutions and create knowledge base articles for future reference.
- Collaborate with day-shift teams to ensure seamless issue escalation and resolution.
- Monitor system performance and alert the engineering team to potential outages.
- Maintain a professional and calm demeanor when handling escalated or frustrated clients.
Qualifications
- High school diploma or equivalent; Associate degree in Computer Science or related field preferred.
- Minimum of 3 years of experience in technical support or IT helpdesk roles.
- Must be available to work rotating night shifts and weekends.
- Strong understanding of Windows operating systems, Office Suite, and basic networking.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Strong verbal and written communication skills with a customer-first mindset.
- Experience with ticketing systems (e.g., Jira, Zendesk) is a plus.