Job Description
We are seeking a highly skilled and dedicated Senior Technical Support Specialist to join our elite technical team. This is a full-time position designed for professionals who thrive in a fast-paced environment and are committed to ensuring 24/7 operational excellence.
At Apex Tech Solutions, we provide critical infrastructure support to Fortune 500 clients. As part of our weekend operations team, you will be the guardian of our clients' uptime, handling complex technical escalations with precision and empathy. If you are looking for a challenging role that values expertise and reliability, we want to hear from you.
Responsibilities
- Provide expert-level technical troubleshooting and support via phone, email, and remote desktop tools during weekend shifts.
- Manage and resolve complex IT tickets within strict Service Level Agreements (SLAs).
- Diagnose and repair issues related to operating systems, network connectivity, and hardware peripherals.
- Document all technical interactions, resolutions, and workarounds in the centralized ticketing system.
- Collaborate with the engineering team to escalate and resolve persistent product bugs.
- Maintain a high level of customer satisfaction by providing clear, professional, and timely communication.
Qualifications
- Minimum of 3-5 years of experience in technical support, help desk, or system administration.
- Strong experience working in weekend or shift-based schedules is required.
- Proficiency in Windows Server environments, Active Directory, and Microsoft Office Suite.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage multiple priorities during off-hours.
- ITIL Foundation certification is a plus.