Tier 2 Technician – Third Shift
About The Position
The Tier 2 Technician provides advanced technical support, maintenance, and monitoring for managed client environments during overnight hours. The role responds to after-hours support requests, performs work best completed outside business hours, remediates failed updates and automated processes, monitors backups and system health, and supports scheduled maintenance and project work. The technician is expected to troubleshoot independently, exercise sound judgment, and keep the team informed through clear documentation, escalation, and handoffs to the day shift. The work is primarily remote and computer-based, requiring reliable internet and an appropriate home workspace. The schedule is 12:30 AM–9:00 AM. Weekend and holiday work may be required, 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, especially 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 those 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 processes and remediate failures when possible.
- Monitor systems, alerts, and backups, taking corrective action or escalating as needed.
- Complete assigned projects and tasks during overnight maintenance windows to minimize client disruption.
- 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 relevant follow-up details.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
