Schedule: 12:30 AM – 9:00 AM
Position Summary
The Tier 2 Technician – Third Shift provides advanced technical support, maintenance, and monitoring for Company’s managed client environments during overnight hours. Responsibilities include responding to after-hours support requests, completing work best performed outside business hours, remediating failed updates and automated processes, monitoring backups and system health, and supporting scheduled maintenance and project work.
This role requires strong troubleshooting skills, sound judgment, and the ability to work independently. The technician keeps the team informed through clear documentation, escalation, and handoffs to the day shift.
Essential Duties & Responsibilities
- Provide Tier 2 support for hardware, software, operating systems, applications, and basic network issues.
- Respond to after-hours support requests and client tickets, including those under a dedicated support contract, prioritizing by urgency, business impact, and SLA requirements.
- Perform software installations, OS and application updates, patching, server administration, and other scheduled maintenance. Monitor these processes and remediate failures when possible.
- Monitor systems, alerts, and backups, and take corrective action or escalate as needed.
- Complete assigned projects and tasks during overnight maintenance windows to minimize disruption to clients.
- Escalate to Tier 3 or other team members when issues require additional expertise.
- Document troubleshooting steps, resolutions, system changes, and maintenance in the ticketing platform with enough detail for other staff to understand the work performed and any follow-up required.
- Review outstanding issues from evening staff at the start of the shift, and provide a clear handoff to the day shift covering unresolved issues, completed maintenance, failed processes, and follow-up items.
- Follow established security, change-management, escalation, and service-management procedures, and protect the confidentiality, integrity, and availability of client systems and data.
- Perform other duties as assigned.
Education & Experience
- 2–4 years of experience in IT support, desktop support, managed services, or a related field.
- Associate’s or bachelor’s degree in information technology or a related field preferred.
- Tier 2 support or equivalent hands-on troubleshooting experience preferred.
- MSP or multi-client environment experience preferred.
- Overnight, on-call, or 24/7 operations experience preferred.
Technical Knowledge
- Strong knowledge of Microsoft Windows, Microsoft 365, and common business applications.
- Experience troubleshooting software installations, Windows updates, patches, and failed automated processes.
- Working knowledge of networking fundamentals and connectivity troubleshooting.
- Experience with remote support and remote monitoring and management (RMM) tools.
- Experience with ticketing systems and structured IT service processes.
- Backup monitoring and troubleshooting experience preferred.
Core Competencies
- Resolves technical issues independently with limited direct supervision.
- Communicates clearly in writing and verbally, especially in documentation and shift handoffs.
- Stays organized, detail-oriented, and productive during overnight hours.
- Maintains a strong customer service focus.
Preferred Certifications
- CompTIA Security+ or Network+
- Microsoft certifications
Work Environment
- Primarily remote, computer-based work requiring reliable internet and an appropriate home workspace.
- Extended periods of computer and monitor use.
- Weekend and holiday work may be required as part of service coverage.
- Occasional daytime events may be required, with advance notice.
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