As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2 (Overnight) will provide expert-level technical support to managed services clients in a 24/7/365 environment. This role involves providing advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments. The specialist will work independently during overnight and weekend shifts, often in a solo capacity, and will be responsible for navigating complex technical resolution efforts and utilizing an escalation matrix effectively. The position requires adherence to client service level agreements and team performance goals while prioritizing, resolving, and escalating issues according to company policy. Clear communication of technical information to clients, effective documentation of client communication and resolution efforts, and maintaining professionalism and confidentiality while accessing client data are essential. The specialist will also assist the security team in monitoring client environments for suspicious activity and respond to security alerts and incidents. Mentoring and training internal team members regarding tools, policies, and incident response best practices is also part of the role.