Job Description
Apex Technical Solutions is currently seeking a highly motivated Technical Support Specialist to join our elite support team. We are looking for candidates available for an immediate start with a preference for candidates willing to work Night Shift and Weekend Rotations.
As a key member of our technical team, you will provide critical IT support to our enterprise clients, ensuring business continuity around the clock. We offer a competitive benefits package, including health insurance, paid time off, and a dynamic work environment in the heart of Chicago.
Why Apply?
- Immediate Start: We are hiring now and looking to onboard this week.
- Flexible Scheduling: Night shift and weekend shifts available.
- Growth Opportunities: Clear path to senior engineering and management roles.
Responsibilities
- Provide Tier 2 technical support for hardware, software, and network connectivity issues via phone and remote desktop tools.
- Manage and resolve incoming tickets efficiently, ensuring 100% adherence to Service Level Agreements (SLAs).
- Document all technical interactions, resolutions, and workarounds in the CRM system.
- Escalate complex technical issues to Level 3 engineering teams with detailed diagnostic information.
- Conduct remote troubleshooting sessions to resolve user issues without on-site visits.
- Collaborate with the QA team to identify and document software bugs or system anomalies.
- Maintain a professional and empathetic demeanor when communicating with clients during late-night shifts.
Qualifications
- High School Diploma or GED required; Associate’s degree in Information Technology or related field is a plus.
- 1-3 years of professional experience in IT support, Help Desk, or Customer Service.
- Strong working knowledge of Windows, macOS, and common office productivity software.
- Familiarity with remote access tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, ServiceNow, Jira).
- Excellent verbal and written communication skills.
- Ability to work independently and handle high-pressure situations during night shifts.
- Valid driver’s license and reliable transportation.