[Hiring] Tier 2 Technician @NGEN

Role Description

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.
• 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.

Qualifications

• 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.

Requirements

• 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.

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.