Job Description
We are currently seeking a highly skilled Tech Support Specialist to join our 24/7 Operations Center in Los Angeles. Due to significant client growth and the launch of a new 24/7 support model, we have an urgent opening for a dedicated night shift professional. This is a pivotal role ensuring our enterprise clients receive critical technical assistance when the office is closed.
You will be the technical voice of the company for our after-hours clientele, resolving complex hardware and software issues while maintaining the highest standards of service excellence. Join a dynamic team where your expertise directly impacts our clients' uptime and satisfaction.
Responsibilities
- Provide advanced technical troubleshooting and support for Windows, macOS, and Linux environments.
- Manage and prioritize incoming helpdesk tickets, aiming for rapid resolution and first-call fix rates.
- Monitor server health and network performance, escalating critical incidents immediately.
- Document all technical issues, resolutions, and user interactions in the CRM system.
- Conduct remote sessions to guide users through complex troubleshooting steps.
- Collaborate with the day shift engineering team to ensure seamless transition of ongoing projects.
Qualifications
- Minimum of 2 years of experience in IT Support, Help Desk, or Technical Customer Service.
- Strong availability for rotating night shifts (e.g., 10:00 PM - 6:00 AM).
- Proficiency in Active Directory, TCP/IP networking, and VPN configurations.
- Familiarity with remote access tools (TeamViewer, AnyDesk, RDP).
- Excellent problem-solving skills with a patient, customer-centric attitude.
- CompTIA A+ or Network+ certification is a plus.