Overnight IT Technician (Remote, Tier 2)

NGEN; Solon (OH); Remote; USD 55,000 - 75,000; Full time

Job summary

NGEN is seeking a Tier 2 Technician for the third shift to provide advanced IT support, maintenance, and monitoring of client environments during overnight hours. You will handle after-hours tickets, perform scheduled maintenance, and document work for seamless handoffs to the day shift.

The role emphasizes strong troubleshooting, independent work, and adherence to security and change-management procedures. Primarily remote with potential on-site events as needed.

Qualifications

• 2–4 years of IT support experience.
• Associate’s or bachelor’s degree preferred.
• Overnight/on-call/24/7 operations experience preferred.
• MSP or multi-client environment experience preferred.
• Preferred certifications include CompTIA Security+ or Network+.

Responsibilities

• Provide Tier 2 support for hardware, software, OS, applications, and basic network issues.
• Respond to after-hours support requests and client tickets with priority based on urgency and SLA.
• Perform software installations, updates, patching, and server administration; monitor and remediate failures.
• Monitor systems and backups; take corrective actions or escalate as needed.
• Complete overnight projects with minimal client disruption.
• Escalate to Tier 3 when issues require deeper expertise.
• Document troubleshooting steps and maintenance with clear handoffs and reach-outs.

Skills

Windows & Microsoft 365

Networking basics

Remote support

Documentation

Customer service

Time management

Education

Associate’s or Bachelor's degree in IT

Tools

RMM tools

Ticketing systems

Remote access software

Backup monitoring tools

Job description

NGEN is seeking a Tier 2 Technician for the third shift to provide advanced IT support, maintenance, and monitoring of client environments during overnight hours. You will handle after-hours tickets, perform scheduled maintenance, and document work for seamless handoffs to the day shift.

The role emphasizes strong troubleshooting, independent work, and adherence to security and change-management procedures. Primarily remote with potential on-site events as needed.