Level 1 Tech Support (Day Shift (PH) and Weekend Shift)

Job Description:

We are seeking a highly reliable Level 1 Tech Support Specialist to join our team. This critical role involves handling emergency calls during nights and weekends, ensuring that our systems remain operational and any technical issues are promptly addressed.

Location: Remote
Position Type: Part-time/Gig
Start Date: August 1st, 2024

Key Responsibilities:

– Be available to handle emergency calls during the following hours:
A.) Monday to Friday: 10:00 PM to 5:00 AM EST
B.) Weekends: 12-hour shifts

– Use remote tools to log into servers and verify they are in good working order by checking the performance monitor and event logs.
– Look for signs of compromise, such as ransomware, and take appropriate actions.
– Notify customers by phone of power or internet outages.
– Call internet providers to report issues, obtain case numbers, document the situation in the system, and publish updates to Teams Chat.
– Use power company websites to determine if issues are due to power outages, document in the ticket, and post updates to Teams.
– Call and verify outages with internet and power providers, updating the team in Teams and documenting the ticket.
– Follow up on power or internet outages at 5:00 AM and escalate the case to the on-call tech if needed.

Expected Workload:

– On average, 2-3 calls per week.
– Estimated actual working hours: Up to 6 hours per week.

Compensation:

– Base pay of $200 per month for availability, with no expected work required other than keeping lines open.
– Premium pay for handling incoming phone calls and performing actual work.

Qualifications:

– Proven reliability and availability during the specified hours.
– Basic technical troubleshooting skills.
– Ability to use diagnostic tools to determine the nature of issues.
– Strong communication skills for effective escalation and coordination.

To proceed, send a brief message outlining your experience and why you’re the right candidate for the role. Include links of your updated resume, and a short 60-second introductory video (can be a Loom link or a Google Drive link). (WITHOUT THIS STEP, WE CANNOT PROCEED WITH YOUR APPLICATION)

NOTE: ANY APPLICATIONS SENT THROUGH OTHER METHODS (example: sending applications via support/stakeholder’s direct emails) WILL BE REJECTED.