Night Shift Tier 2 IT Technician - Remote MSP Support

NGEN

Oregon

Hybrid

USD 55,000 - 75,000

Full time

6 days ago

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Job summary

NGEN is seeking a Tier 2 Technician for third shift to provide advanced technical support, monitoring, and maintenance for client environments during overnight hours. You will respond to after-hours tickets, perform updates, patching, and backup checks, and ensure system health with clear documentation and handoffs to the day shift.

The role requires strong troubleshooting skills, the ability to work independently, and experience in MSP or multi-client environments.

Qualifications

2-4 years of IT support or managed services experience.
Associate's or Bachelor's degree in information technology or related field preferred.
Tier 2 support or equivalent troubleshooting experience preferred.
MSP or multi-client environment experience preferred.
Overnight, on-call, or 24/7 operations experience preferred.

Responsibilities

Provide Tier 2 support for hardware, software, operating systems, applications, and basic network issues.
Respond to after-hours support requests and client tickets, 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.