Job Description
Are you ready to make an impact from the moment you start?
Apex Digital Solutions is currently seeking a highly motivated Technical Support Specialist to join our elite night shift team in Los Angeles. We pride ourselves on delivering top-tier service to our clients, and we are looking for individuals who thrive in a fast-paced, 24/7 environment.
As a key member of our support team, you will be the first line of defense for our enterprise clients, ensuring minimal downtime and maximum satisfaction.
What You Will Achieve:
- Immediate Impact: You will onboard this week and be fully operational by the end of your first shift.
- Elite Team Culture: Work alongside industry veterans in a collaborative, tech-forward office located in the heart of Downtown LA.
- Continuous Growth: Access to premium training resources and clear pathways to senior engineering roles.
Responsibilities
- Tier 2/3 Support: Provide advanced technical troubleshooting and resolution for hardware, software, and network connectivity issues.
- Ticket Management: Utilize Zendesk and ServiceNow to log, prioritize, and resolve incoming support tickets with a focus on first-contact resolution.
- Remote Access: Securely connect to client systems via VPN and Remote Desktop to diagnose and fix issues efficiently.
- Communication: Liaise with internal development teams to escalate complex bugs and report system anomalies accurately.
- Documentation: Maintain up-to-date knowledge bases and technical documentation to assist the broader support team.
- Uptime Monitoring: Proactively monitor system health alerts to prevent outages before they affect clients.
Qualifications
- Experience: 1-3 years of experience in IT Help Desk, Technical Support, or Customer Service.
- Availability: Must be available to work full-time night shifts (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Technical Skills: Proficiency with Windows 10/11, Active Directory, Office 365, and remote access tools.
- Communication: Excellent written and verbal communication skills with a professional demeanor.
- Education: High school diploma or GED required; Associate degree in Computer Science or IT preferred.
- Problem Solving: Strong analytical thinking and the ability to troubleshoot under pressure.