What are the responsibilities and job description for the Technical Support Specialist position at Apt?
Technical Support Specialist (24×7 Operations)
Type: Contract‑to‑hire
Frontline role providing first‑line diagnostics and resolution for computer systems, applications, and distributed networks. Acts as the central communications bridge between customers, support teams, and management in a compliance‑driven, 24×7 environment.
Responsibilities:
- Triage, diagnose, and resolve incidents/requests; escalate when needed.
- Support Windows environments; assist with AIX/UNIX as applicable.
- Perform basic network troubleshooting (TCP/IP, DNS/DHCP, connectivity).
- Communicate status clearly to users and stakeholders; document thoroughly in ITSM tools.
- Follow Change Management and knowledge‑base procedures; contribute KB articles.
- Adhere to CIP, SOX, and security/compliance standards.
- Meet SLAs/OLAs for response and resolution; identify trends for prevention.
Requirements:
- Education in CS/IT or equivalent experience.
- Working knowledge of Windows (user/server); exposure to AIX/UNIX preferred.
- Familiarity with distributed networks and enterprise applications.
- Excellent written/verbal communication; strong customer service.
- Proven multitasking, prioritization, and problem‑solving skills in high‑pressure settings.
- Willingness to work rotating 24×7 shifts.
Preferred:
- Experience in service desk/NOC or critical infrastructure support.
- ITSM/monitoring tools (e.g., ServiceNow, SolarWinds, Splunk).
- Scripting basics (PowerShell/bash).
- Certifications: CompTIA A /Network /Security , ITIL Foundation.
Salary : $20 - $26