Job Description
Are you a tech-savvy problem solver looking for immediate employment? Apex Digital Systems is currently hiring Senior Technical Support Specialists for our night shift operations in San Francisco. We are looking for dedicated individuals who can provide exceptional technical assistance to our enterprise clients during the critical evening hours.
Join a team that values innovation, speed, and customer satisfaction. You will play a pivotal role in maintaining our reputation as a leader in tech support, ensuring our clients' systems run smoothly around the clock. This is a fantastic opportunity for someone looking to jumpstart their career with a competitive salary and immediate start.
Responsibilities
- Troubleshoot Complex Issues: Diagnose, isolate, and resolve hardware, software, and network problems for enterprise clients with minimal supervision.
- Ticket Management: Prioritize and manage a high volume of incoming support tickets using our CRM system to ensure rapid resolution times.
- Remote Support: Utilize remote desktop tools to guide users through technical procedures and resolve issues efficiently.
- Documentation: Maintain accurate and detailed records of all technical interactions, resolutions, and system changes.
- Client Communication: Communicate technical concepts clearly and professionally to non-technical users via phone and email.
- Escalation: Identify complex issues that require escalation to senior engineering teams and facilitate the handoff process.
- System Monitoring: Monitor system alerts during the night shift to proactively identify potential outages.
Qualifications
- Experience: Minimum of 2 years of experience in technical support, IT help desk, or customer service.
- Education: Associate’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience is accepted.
- Availability: Must be available to work the Night Shift (6:00 PM - 2:00 AM PST) on a full-time basis.
- Technical Skills: Strong knowledge of Windows Server, Active Directory, Office 365, and troubleshooting hardware peripherals.
- Communication: Excellent verbal and written communication skills with a strong focus on empathy and patience.
- Tools: Proficiency in using ticketing systems (e.g., Zendesk, Jira, ServiceNow) and remote access software.
- Problem Solving: Ability to think critically and troubleshoot under pressure in a 24/7 environment.