3rd Shift Service Desk Engineer

   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.

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.