Service Delivery Tier 1 Night Shift
Service Delivery Tier 1 Night Shift
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
09-04-2025
Job Description
JOB SUMMARY
The Tier 1 or 2 Technician (Night Shift) will provide intermediate technical support to resolve advanced technical issues related to hardware software and networking that have been escalated from Tier 1. This role involves providing both remote and onsite support while collaborating with Tier 3 engineers to address complex issues. Additionally the technician will assist with IT projects and system updates. This position is ideal for someone with strong IT support experience troubleshooting skills and an interest in taking on more responsibility.
KEY RESPONSIBILITIES
Advanced Technical Support
The Tier 1 or 2 Technician (Night Shift) will provide intermediate technical support to resolve advanced technical issues related to hardware software and networking that have been escalated from Tier 1. This role involves providing both remote and onsite support while collaborating with Tier 3 engineers to address complex issues. Additionally the technician will assist with IT projects and system updates. This position is ideal for someone with strong IT support experience troubleshooting skills and an interest in taking on more responsibility.
KEY RESPONSIBILITIES
Advanced Technical Support
- Provide indepth support for escalated issues with desktops laptops servers and network devices. Troubleshoot hardware software and network problems including firewalls switches and access points.
Windows Server & Active Directory Management
- Troubleshoot and manage issues related to Windows Server Active Directory and Group Policy. Ensure systems are functioning optimally and securely.
Network Support
- Assist with setup configuration and troubleshooting of network components including VPNs routers switches and firewalls.
Office 365 and Exchange Management (Online and OnPrem)
- Provide support for Office 365 including user management license assignments troubleshooting and emailrelated issues. Assist with Exchange Online and onpremises troubleshooting focusing on mailbox management email flow and user access issues. Ensure proper integration between cloud and onprem environments and resolve any service disruptions.
Cloud Services Management (AWS GCP Azure)
- Support cloud environments like AWS GCP and Azure. Assist with cloud resources routine maintenance and troubleshooting related to cloud infrastructure. Collaborate with senior team members on cloud migrations and configurations.
Collaboration with Support Teams
- Work alongside Tier 1 and Tier 3 support teams to resolve complex technical issues and ensure smooth escalation processes.
System Updates & Maintenance
- Perform regular updates upgrades and maintenance tasks to keep client systems secure and up to date.
3rd Party Vendor Management
- Coordinate with thirdparty vendors for support and servicerelated issues. Manage and escalate tickets to vendors as needed ensuring timely resolution and keeping clients informed of progress. Act as a liaison between the client and vendor for smooth communication and effective issue resolution.
Client Support & Training
- Provide remote support to endusers assisting with software installations troubleshooting and educating users on best practices.
Project Support
- Contribute to client onboarding and IT infrastructure projects as needed. Assist with deployment and configuration of new systems or services.
Ticketing & Documentation
- Use ticketing systems such as Remedy Jira or ServiceNow to track and document all support requests ensuring detailed and accurate records of troubleshooting and resolutions.
KEY COMPETENCIES
ClientCentric Mindset
ClientCentric Mindset
- Demonstrates a commitment to client satisfaction by providing timely effective technical solutions and maintaining positive communication.
Communication
- Strong verbal and written communication skills with the ability to clearly explain technical issues to both technical and nontechnical users.
ProblemSolving
- Ability to diagnose and resolve complex technical issues independently and effectively ensuring minimal disruption to clients.
Technical Expertise
- A strong understanding of Windows operating systems Active Directory Windows Server and network infrastructure.
Collaboration
- Works effectively with other support teams vendors and clients to ensure smooth technical operations and issue resolution.
QUALIFICATIONS
Required:
Required:
- 3 years of experience in IT support particularly in troubleshooting and resolving complex technical issues.
- Strong knowledge of Windows operating systems Active Directory Windows Server and network infrastructure.
- Experience with ticketing systems (e.g. Remedy Jira or ServiceNow).
- Proven ability to diagnose and resolve technical issues independently.
Preferred:
- Experience with cloudbased services like Office 365 AWS GCP or Azure.
- Relevant certifications such as CCNA CompTIA Network CompTIA A or MCSA.
- Experience in network management cloud environments or virtualization.
WORK ENVIRONMENT BENEFITS
Netrio offers a hybrid work environment prioritizing worklife balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including:
Netrio offers a hybrid work environment prioritizing worklife balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including:
- Competitive salary and bonus structure.
- Comprehensive benefits package
- Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
Employment Type
Part-Time
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