Job Description
We are currently seeking a highly skilled Senior Technical Support Specialist to join our elite team in Nashville, TN. This is a direct hire position offering a competitive salary, comprehensive benefits, and premium night shift differential pay.
In this pivotal role, you will be responsible for providing advanced technical troubleshooting and customer service to our enterprise clients during our critical night operations window. You will serve as the technical authority, resolving complex issues that require deep knowledge of hardware, software, and network infrastructure.
Responsibilities
- Provide 2nd and 3rd level technical support for complex hardware, software, and network issues via phone, email, and remote desktop.
- Diagnose and resolve escalated tickets with a focus on minimizing downtime and maximizing customer satisfaction.
- Maintain accurate documentation of all troubleshooting steps and resolutions within the ticketing system (Zendesk/ServiceNow).
- Collaborate with cross-functional teams, including development and engineering, to escalate bugs and suggest product improvements.
- Conduct system upgrades, patch management, and security configurations for night-standalone servers.
- Train junior support staff and conduct nightly knowledge base updates.
Qualifications
- Minimum of 3-5 years of experience in technical support, help desk, or IT customer service.
- Must be available to work the Night Shift (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Strong working knowledge of Windows, Linux, and MacOS operating systems.
- Experience with Active Directory, TCP/IP networking, and VPN configurations.
- Excellent verbal and written communication skills with a customer-first approach.
- Associate or Bachelor’s degree in Computer Science, Information Technology, or equivalent military experience.