Tier 2 Technician – Third Shift
时间表：12:30 AM 9:00 AM 职位总结 二级技术员第三轮提供公司经营客户环境的高级技术支持，维护和监控在夜间。责任包括响应后勤支持请求，完成工作时间以外最好的工作，修复失败的更新和自动化流程，监测备份和系统健康，以及支持计划中的维护和项目工作。这一角色需要强大的故障解决技能，健全判断力和独立工作的能力。技术人员通过清晰的文档，升级和交付给团队信息。基本职责 · 为硬件，软件，操作系统，应用程序和基础网络问题提供二级支持。· 应对后班支持请求和客户端门票，包括专用支持合同中的要求，优先考虑紧急情况，业务影响和 SLA 要求。·执行软件安装，OS 和应用更新，补丁，服务器管理和其他计划维护。监控这些过程并尽可能纠正故障。·监测系统，警报和备份，并在需要时采取修正行动或升级。· 完成在夜间维护窗户中分配的项目和任务，以最大限度地减少对客户的干扰。· 在问题需要额外专业知识时，升级到3级或其他团队成员。· 文件解决故障步骤，决议，系统变化和维护票务平台，以便其他员工充分了解所执行的工作以及任何需要的后续工作。· 在晚上班开始时审查晚上的员工未经处理的问题，并提供清晰的日职交换，涵盖未解决的问题，完善的维修，失败过程和后续项目的内容。· 遵循既定的安全，变化管理，升级和服务管理程序，保护客户系统和数据的机密性，完整性和可用性。· 履行其他任务根据分配。教育与经验 · 24年的 IT 支持，桌面支持，管理服务或相关领域的经验。· 优先获得信息技术或相关领域中副学士学位。· 首选提供二级支持或相当实践解决问题经验。• 优惠获取 MSP 或多客户环境经验。
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Schedule: 12:30 AM – 9:00 AM
Position Summary
The Tier 2 Technician – Third Shift provides advanced technical support, maintenance, and monitoring for Company’s managed client environments during overnight hours. Responsibilities include responding to after-hours support requests, completing work best performed outside business hours, remediating failed updates and automated processes, monitoring backups and system health, and supporting scheduled maintenance and project work.
This role 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.
Essential Duties & 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 a dedicated support contract, 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 to Tier 3 or other team members when issues require additional expertise.
- Document troubleshooting steps, resolutions, system changes, and maintenance in the ticketing platform with enough detail for other staff to understand the work performed and any follow-up required.
- Review outstanding issues from evening staff at the start of the shift, and provide a clear handoff to the day shift 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.
Education & Experience
- 2–4 years of experience in IT support, desktop support, managed services, or a related field.
- Associate’s or bachelor’s degree in information technology or a related field preferred.
- Tier 2 support or equivalent hands-on troubleshooting experience preferred.
- MSP or multi-client environment experience preferred.
- Overnight, on-call, or 24/7 operations experience preferred.
Technical Knowledge
- 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.
- Backup monitoring and troubleshooting experience preferred.
Core Competencies
- Resolves technical issues independently with limited direct supervision.
- Communicates clearly in writing and verbally, especially in documentation and shift handoffs.
- Stays organized, detail-oriented, and productive during overnight hours.
- Maintains a strong customer service focus.
Preferred Certifications
- CompTIA Security+ or Network+
- Microsoft certifications
Work Environment
- Primarily remote, computer-based work requiring reliable internet and an appropriate home workspace.
- Extended periods of computer and monitor use.
- Weekend and holiday work may be required as part of service coverage.
- Occasional daytime events may be required, with advance notice.
Salary: $24-$32 per hourOriginally posted on Himalayas