Tier 2 Technician – Third Shift

NGEN•Solon, OH

3d•Remote

About The Position

The Tier 2 Technician provides advanced technical support, maintenance, and monitoring for managed client environments during overnight hours. The role handles after-hours support requests, work best performed outside business hours, failed updates and automated processes, backup and system-health monitoring, and scheduled maintenance and project work. It 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. The schedule is 12:30 AM–9:00 AM. The work is primarily remote and computer-based, requiring reliable internet and an appropriate home workspace. Extended periods of computer and monitor use are expected. Weekend and holiday work may be required for service coverage, and occasional daytime events may be required with advance notice.

Requirements

2–4 years of experience in IT support, desktop support, managed services, or a related field.
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.
Ability to resolve technical issues independently with limited direct supervision.
Clear written and verbal communication, particularly for documentation and shift handoffs.
Ability to stay organized, detail-oriented, and productive during overnight hours.
Strong customer service focus.

Nice To Haves

Associate’s or bachelor’s degree in information technology or a related field.
Tier 2 support or equivalent hands-on troubleshooting experience.
MSP or multi-client environment experience.
Overnight, on-call, or 24/7 operations experience.
Backup monitoring and troubleshooting experience.
CompTIA Security+ or Network+ certification.
Microsoft certifications.

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 tickets under dedicated support contracts, 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 issues to Tier 3 or other team members when additional expertise is required.
Document troubleshooting steps, resolutions, system changes, and maintenance in the ticketing platform, including follow-up needs.
Review outstanding issues from evening staff at the start of the shift and provide the day shift with a clear handoff 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.