Job Description
Are you a tech-savvy problem solver looking for a schedule that fits your life? Apex Systems is seeking a highly skilled Senior Technical Support Specialist to join our premium support team in Portland, Oregon.
We are looking for a dedicated professional to manage our high-volume weekend shift, ensuring our enterprise clients experience seamless technology integration and exceptional service. If you have a passion for troubleshooting and a knack for clear communication, we want to hear from you.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Flexible weekend schedule (Saturday & Sunday, 40 hours/week).
- Professional development opportunities and tuition reimbursement.
- State-of-the-art office environment in the heart of Downtown Portland.
Role Overview:
As a Senior Technical Support Specialist, you will be the first line of defense for complex technical inquiries, acting as a bridge between our clients and our engineering teams. You will leverage your expertise to deliver world-class service and drive customer satisfaction metrics.
Responsibilities
- Provide expert-level technical troubleshooting and support for hardware, software, and network infrastructure issues.
- Manage and resolve a high volume of tickets within ServiceNow and Zendesk, maintaining a 24-hour SLA.
- Document all technical interactions, resolutions, and system updates in our knowledge base.
- Collaborate with cross-functional teams, including Developers and Product Managers, to escalate and resolve complex bugs.
- Conduct weekly system health checks and performance reviews to proactively identify potential issues.
- Mentor junior support staff and participate in weekend on-call rotation.
Qualifications
- Minimum of 3 years of experience in Technical Support, Help Desk, or IT Operations.
- Strong proficiency in Windows 10/11, Linux, Active Directory, and Office 365.
- Experience with ticketing systems (ServiceNow, Zendesk, or Jira preferred).
- Excellent written and verbal communication skills with the ability to explain complex concepts to non-technical users.
- Ability to work independently and manage time effectively during weekend shifts.
- Associate degree or certification in IT (CompTIA A+, Network+, or Security+) is a plus.