{"id":2808783,"url":"https://alion.io/job/ngen-tier-2-technician-third-shift","title":"Tier 2 Technician – Third Shift","company":{"id":4011146,"name":"Ngen","domain":"ngen.io","url":"https://alion.io/company/ngen-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":24,"max":32,"currency":"USD","period":"hour","gross":null,"usd_annual":64000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-18T07:46:31Z","employer_posted_date":null,"last_verified_at":"2026-10-18T07:46:31Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Schedule: 12:30 AM – 9:00 AMPosition SummaryThe 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, and supporting scheduled maintenance and project work.\nThis 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.\nEssential Duties & Responsibilities\nProvide Tier 2 support for hardware, software, operating systems, applications, and basic network issues.\n\nRespond to after-hours support requests and client tickets, including those under a dedicated support contract, prioritizing by urgency, business impact, and SLA requirements.\n\nPerform software installations, OS and application updates, patching, server administration, and other scheduled maintenance. Monitor these processes and remediate failures when possible.\n\nMonitor systems, alerts, and backups, and take corrective action or escalate as needed.\n\nComplete assigned projects and tasks during overnight maintenance windows to minimize disruption to clients.\n\nEscalate to Tier 3 or other team members when issues require additional expertise.\n\nDocument troubleshooting steps, resolutions, system changes, and maintenance in the ticketing platform with enough detail for other staff to understand the work performed and any follow-up required.\n\nReview outstanding issues from evening staff at the start of the shift, and provide a clear handoff to the day shift covering unresolved issues, completed maintenance, failed processes, and follow-up items.\n\nFollow established security, change-management, escalation, and service-management procedures, and protect the confidentiality, integrity, and availability of client systems and data.\n\nPerform other duties as assigned.\n\nEducation & Experience\n2–4 years of experience in IT support, desktop support, managed services, or a related field.\n\nAssociate’s or bachelor’s degree in information technology or a related field preferred.\n\nTier 2 support or equivalent hands-on troubleshooting experience preferred.\n\nMSP or multi-client environment experience preferred.\n\nOvernight, on-call, or 24/7 operations experience preferred.\n\nTechnical Knowledge\nStrong knowledge of Microsoft Windows, Microsoft 365, and common business applications.\n\nExperience troubleshooting software installations, Windows updates, patches, and failed automated processes.\n\nWorking knowledge of networking fundamentals and connectivity troubleshooting.\n\nExperience with remote support and remote monitoring and management (RMM) tools.\n\nExperience with ticketing systems and structured IT service processes.\n\nBackup monitoring and troubleshooting experience preferred.\n\nCore Competencies\nResolves technical issues independently with limited direct supervision.\n\nCommunicates clearly in writing and verbally, especially in documentation and shift handoffs.\n\nStays organized, detail-oriented, and productive during overnight hours.\n\nMaintains a strong customer service focus.\n\nPreferred Certifications\nCompTIA Security+ or Network+\n\nMicrosoft certifications\n\nWork Environment\nPrimarily remote, computer-based work requiring reliable internet and an appropriate home workspace.\n\nExtended periods of computer and monitor use.\n\nWeekend and holiday work may be required as part of service coverage.\n\nOccasional daytime events may be required, with advance notice.\n\nSalary: $24-$32 per hourOriginally posted on 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