IT Support Technician – Overnight - Remote USA

Supportwave; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Supportwave is seeking a IT Support Technician for a full-time remote 12-month contract. The role covers overnight shifts from 7pm to 2am, supporting Windows environments and end users. You will troubleshoot remotely, manage tickets, and ensure service levels are met.

Responsibilities include incident handling, documentation, and effective communication with internal teams to maintain business continuity across off-hours support.

Qualifications

• Tier 2 IT support / technical support experience.
• Remote troubleshooting skills.
• Windows and end-user hardware/software support.
• Ability to manage tickets and meet SLA.

Responsibilities

• Deliver Tier 2 technical support and remote troubleshooting for end-user issues.
• Manage incoming tickets through the service desk platform while meeting SLA requirements.
• Provide Windows and end-user support, including diagnostics and resolution of hardware and software problems.
• Handle overnight incidents and escalations to maintain business continuity.
• Document all support activities and communicate effectively with internal teams.

Skills

Tier 2 IT Support

Remote Troubleshooting

Windows End-User Support

Ticketing SLA Management

Job description

This is a full-time remote 12 month contract position for an IT Support Technician working Monday to Friday on the overnight shift from 7pm to 2am.The role involves providing technical assistance to end users during off-hours, ensuring systems remain operational, and delivering timely support across Windows environments.

Key Responsibilities

• Deliver Tier 2 technical support and remote troubleshooting for end-user issues
• Manage incoming tickets through the service desk platform while meeting SLA requirements
• Provide Windows and end-user support, including diagnostics and resolution of hardware and software problems
• Handle overnight incidents and escalations to maintain business continuity
• Document all support activities and communicate effectively with internal teams

Must Have Experience

• Tier 2 IT Support / Technical Support
• Remote Troubleshooting
• Windows / End-User Support
• Ticketing / SLA Management

Nice to Have Skills

• CompTIA A+

Equal Opportunity Statement

We are an equal opportunity employer and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Shift is from 11:00 to 20:00 Australia/Melbournetime.