IT Technician II (International)

Job Description:

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. We're looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you'll be pivotal in providing both onsite and remote IT support, ensuring our clients receive top-notch technical assistance. You'll handle a range of tasks, from system updates to hands-on troubleshooting, playing a critical role in maintaining our high standards of IT service.

Job Responsibilities:

• This role is expected to be able to resolve the following technical issues with little or no assistance:

• Workstation operating system issues of any kind.

• Printer issues of any kind.

• Standard business application (Office, etc.) issues of any kind.

• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.

• Basic server issues.

• Basic networking issues.

• Answer incoming Quick Fix calls from clients.

• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.

Job Qualifications:

• Experience with Windows and Mac OS troubleshooting.

• Minimum two years in Helpdesk support or a similar role.

• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.

• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.

• Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.

• Experience with Managed Service Providers (MSPs) is highly desirable.

Job KPIs:

• First-touch closed: Each ticket that is completed with only one time entry contributes to this number.

• Utilization: The percentage of time that you are on the clock and billing time to client tickets

• CSAT: Scores filled out by clients using the rating system in tickets

Job Requirements:

• A home office set up that meets the following:

• A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.

• Stable internet connection with at least 5mbps download and upload.

• A quality headset with noise cancellation feature for meetings.

• A mobile phone that has the capacity to install the Microsoft Authentication app.

• HD webcam

• 2nd Monitor

• UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)

• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)

• Excellent command of the English language both spoken and written

• Able to work full time 40 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.

• Able to pass our online behavior and cognitive assessments.

• Preferably have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.

• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rate starts at $6.89 per hour and vary by experience and location.

Benefits

• • Comprehensive Health Plans / HMO (Employee & Dependent/s)

• • Life Insurance

• • Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)

• • Paid Time Off (starts at 15 days per year)

• • Maternity/Paternity Leave

• • Paid US Holiday

• • Night Shift Bonus

• • Salary Advancement/Loan

• • Health & Wellness Program

• • Company-paid training and certification