Overnight Technical Support Agent

1 week ago


Nashville, Tennessee, United States IDR, Inc. Full time

IDR, Inc. is currently in search of an Overnight Technical Support Agent to become a part of our esteemed client’s team. This position offers a contract-to-hire opportunity within a dynamic and expanding organization.

*Please be aware that this role requires onsite presence during overnight hours (6pm-6am).

Key Responsibilities:

  • Identify and resolve technical incidents by following established protocols.
  • Conduct or oversee system health assessments and maintenance activities in accordance with set guidelines.
  • Familiarize oneself with job scheduling applications, activation, monitoring, and data storage.
  • Possess and communicate fundamental knowledge of server operating systems, file systems, and essential data recovery techniques.
  • Demonstrate a basic understanding of networking protocols, principles, and concepts.
  • Effectively communicate critical issues to the relevant personnel in a clear and concise manner.
  • Comprehend the installation, configuration, and ongoing usability of computing devices and software.
  • Perform remote troubleshooting of network and computing devices when feasible.
  • Escalate unresolved matters according to established protocols.
  • Provide training and orientation to customers regarding hardware and software usage as necessary.
  • Maintain availability to respond to phone inquiries at all times.
  • Take responsibility for addressing and resolving customer emails within designated timelines.

Essential Knowledge, Skills, and Abilities:

  • Exceptional customer service abilities, embodying the role of the 'Voice of the Customer.'
  • Strong organizational skills with attention to detail.
  • Experience collaborating in a team setting, alongside the capability to work autonomously.
  • Proficient in identifying and leading the resolution of issues to enhance customer service.
  • Timely response to customer inquiries using established methodologies.
  • Background in contact centers or helpdesk environments.
  • Familiarity with Microsoft products such as Windows and Office, including troubleshooting.
  • Experience thriving in a fast-paced work environment.

What We Offer:

  • Competitive compensation package.
  • Comprehensive benefits including Medical, Vision, Dental, and more.
  • Opportunity to join a leading organization in the industry.
  • A supportive and team-oriented work culture.

Why Choose IDR?

  • Over 25 years of proven industry experience across four major markets.
  • Employee Stock Ownership Program.
  • Dedicated Engagement Manager focused on your success.
  • Comprehensive Medical, Dental, Vision, and Life Insurance.
  • Recognized as ClearlyRated's Best of Staffing Client and Talent Award winner for ten consecutive years.


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