IT Night Senior Support Specialist

Описание вакансии

IT Night Senior Support Specialist

Role Overview

We are looking for an IT Night Senior Support Specialist to provide senior-level IT support and

monitoring during night shifts. This role is responsible for monitoring the company’s IT support

platform, handling incoming tickets and alerts, performing initial technical troubleshooting,

coordinating incident response, and escalating issues to the correct responsible person or team

according to the internal responsibility matrix.

The specialist will ensure that all requests, incidents, and alerts are acknowledged,

documented, followed up, and handled according to SLA requirements.

Schedule: Night shift, 18:00–02:00, 5 days per week.

Key Responsibilities

• Monitor the IT support platform during the full night shift, including incoming tickets,

requests, alerts, incidents, and notifications.

• Acknowledge and respond to requests in a timely manner according to SLA

requirements.

• Perform initial analysis, validation, and troubleshooting before escalation.

• Prioritize issues based on urgency, business impact, affected users, and operational risk.

• Assign, update, and follow up on tickets until they are resolved, closed, or properly

handed over.

• Add clear internal comments, investigation notes, updates, and next steps to tickets.

• Escalate issues to the appropriate IT support specialist, infrastructure engineer, network

engineer, security specialist, vendor, or system owner.

• Monitor open, unassigned, and In Progress tickets to ensure active follow-up.

• Handle and follow up on onboarding, offboarding, procurement, access, infrastructure,

security, and vendor-related tickets.

• Monitor and react to issues related to IT support, access, VoIP, RDP, VPN, remote access,

networking, infrastructure, systems, domains, vendors, and security alerts.

• Maintain ownership of escalated cases until responsibility is accepted by the appropriate

person or team.

• Provide clear handover notes for unresolved or ongoing cases at the end of the shift.

• Identify recurring issues, critical incidents, or monitoring gaps and flag them to the

relevant IT owner.

Required Skills and Experience

• 2–3 years of experience in IT support, service desk, systems support, network support,

or a similar technical role in a corporate environment.

• Strong troubleshooting skills across hardware, Windows, user devices, and common

enterprise applications.

• Experience with ticketing systems, support platforms, incident management tools, and

SLA-based workflows.

• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP

• Experience troubleshooting VoIP systems, softphones, telephony platforms, SIP-related

issues, headset issues, and call quality problems.

• Experience with RDP, VPN connectivity, remote access tools, and remote user support.

• VPS environments, hosting, domains, DNS records, and infrastructure monitoring.

• Ability to investigate infrastructure, system, vendor, network, and security notifications.

• Understanding of endpoint protection tools, security alerts, and suspicious activity

escalation.

• Experience managing access-related requests, account issues, permissions, password

resets, MFA issues, and onboarding/offboarding support.

• Strong written English communication skills and ability to document actions clearly.

Preferred Qualifications

• Experience in NOC, SOC, infrastructure monitoring, or night-shift support operations.

• Familiarity with Vsphere, VPS monitoring, server health checks, backup alerts, and

system availability monitoring.

• Experience with CrowdStrike/Falcon or similar endpoint security platforms.

• Experience working with vendors, maintenance notifications, service windows, and

third-party provider incidents.

• Familiarity with ITIL-based incident, request, escalation, and handover processes.

Personal Attributes

• Able to work independently and take ownership during night hours.

• Calm, structured, and accountable during urgent or high-impact incidents.

• Strong attention to detail and ability to manage multiple tickets, alerts, and requests at

the same time.

• Clear, professional, and service-oriented communication style.

• Able to explain technical issues to non-technical users.

• Responsible, proactive, and reliable in following procedures, escalation rules, and

handover processe.

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