3rd Shift Service Desk Engineer
Description Hiring Immediately... Location: Remote Based in US Schedule: Wednesday–Saturday, 12:00 AM – 10:30 AM EST (Four 10-hour shifts) Pay Rate: $40-50K + Shift Differential About Mpathic Mpathic is a trusted partner to a large national Managed Service Provider, delivering high-quality IT support with empathy, precision, and professionalism. We are currently hiring a 3rd Shift Service Desk Engineer (SDE) to join our after-hours support team. This is a remote, full-time position with all necessary equipment provided by the customer, including a laptop, monitor, docking station, wireless keyboard, mouse and headset. Position Summary As a 3rd Shift SDE, you will be the first line of support for clients requiring 24/7 IT assistance. You’ll monitor alerts, respond to urgent incidents (P1/P2), and ensure timely resolution or escalation of issues. This role demands high reliability, strong technical skills, and excellent communication, especially during overnight hours when staffing is limited.
Key Responsibilities
- Provide first-contact direct technical support for client issues (login, software, hardware).
- Monitor and respond to system alerts and urgent cases.
- Administer and troubleshoot Windows Server environments and Active Directory.
- Support end-user devices, LAN/WAN environments, and corporate infrastructure.
- Use RMM and case tracking systems to document, track, and resolve issues.
- Communicate clearly with clients via voice calls, setting expectations and providing updates.
- Collaborate with internal teams and third-party vendors for issue resolution.
- Follow documented procedures and contribute to process improvements.
Training & Onboarding
- Initial Training: 2 weeks (day shift, 8 AM–5 PM EST), including classroom and shadowing.
- Follow-up: 1–2 weeks of reverse shadowing with current 3rd shift personnel.
Requirements: Required Skills & Experience
- 0–3 years of IT support experience (or equivalent aptitude).
- Empathetic, client-first mindset with strong interpersonal skills.
- High attention to detail and ability to follow structured processes.
- Strong troubleshooting skills in Windows OS, Microsoft 365, and standard IT issues.
- Familiarity with Active Directory, Azure AD, DNS, DHCP, RDS, and PowerShell.
- Excellent written and verbal communication skills.
- Demonstrated interest in continuous learning and technical growth.
Preferred Qualifications
- Prior experience in a Windows System Administration or IT Service Desk role.
- Experience with virtualization (VMware or Hyper-V) and remote PC management.
- Certifications: CompTIA A+, Network+, Server+, Microsoft 365 Fundamentals, ITF+.
Why Join Mpathic?
- Work from the comfort of your home with all equipment provided.
- Be part of a high-impact team supporting critical IT operations.
- Competitive pay with additional compensation for overnight work.
- Opportunities for growth and skill development in a fast-paced environment.
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