Remote IT Support Technician - Overnight Tier 2

Supportwave; Northern (KY); Hybrid; USD 50,000 - 68,000; Full time

Job summary

Supportwave is hiring an IT Support Technician for an overnight/early hours shift, fully remote in the United States. You will deliver end-user support, troubleshoot issues remotely, and uphold service levels in a help desk setting.

Strong English communication is required, with focus on Windows/end-user support, ticketing and SLA management. Apple macOS and CompTIA A+ are desirable but not mandatory.

Qualifications

• Experience providing tier 2 IT/technical support to end users.
• Experience in Help Desk/Service Desk environments.
• Experience with remote troubleshooting.
• Experience with Windows end-user support.
• Experience with ticketing systems and SLA management.

Responsibilities

• Provide tier 2 technical support and troubleshoot issues for end users via remote tools.
• Manage incoming tickets on the service desk, ensuring timely resolution and SLA compliance.
• Deliver Windows and end-user support, including software, hardware, and connectivity problems.
• Handle remote troubleshooting for a variety of IT incidents and elevate as needed.
• Document resolutions and maintain accurate records in the ticketing system.

Skills

Tier 2 IT Support

Help Desk Support

Remote Troubleshooting

Windows End-User Support

Ticketing SLA Management

Apple macOS

CompTIA A+

Job description

Supportwave is hiring an IT Support Technician for an overnight/early hours shift, fully remote in the United States. You will deliver end-user support, troubleshoot issues remotely, and uphold service levels in a help desk setting.

Strong English communication is required, with focus on Windows/end-user support, ticketing and SLA management. Apple macOS and CompTIA A+ are desirable but not mandatory.