IT Technician II (International)

<p><strong>Job Description:</strong></p> <p>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.</p> <p><strong>Job Responsibilities:</strong></p> <div class="ewa-rteLine"> <ul> <li>This role is expected to be able to resolve the following technical issues with little or no assistance:<br> <ul> <li>Workstation operating system issues of any kind.</li> <li>Printer issues of any kind.</li> <li>Standard business application (Office, etc.) issues of any kind.</li> <li>Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.</li> <li>Basic server issues.</li> <li>Basic networking issues.</li> <li>Answer incoming Quick Fix calls from clients.</li> </ul> </li> <li>Participate&nbsp;in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.</li> </ul> </div> <div class="ewa-rteLine"><strong>Job Qualifications:</strong></div> <div class="ewa-rteLine"> <ul> <li>Experience with Windows and Mac OS troubleshooting.</li> <li>Minimum two years in Helpdesk support or a similar role.</li> <li>Skilled in application troubleshooting, PC deployments/imaging, and user profile management.</li> <li>Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.</li> <li>Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.</li> <li>Experience with Managed Service Providers (MSPs) is highly desirable.</li> </ul> <p><strong>Job KPIs:</strong></p> <div class="ewa-rteLine"> <ul> <li><strong>First-touch closed:</strong> Each ticket that is completed with only one time entry contributes to this number.</li> <li><strong>Utilization:</strong> The percentage of time that you are on the clock and billing time to client tickets</li> <li><strong>CSAT: </strong>Scores filled out by clients using the rating system in tickets</li> </ul> <h4><strong>Job Requirements:</strong></h4> <ul> <li>A home office set up that meets the following: <ul> <li>A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.&nbsp;</li> <li>Stable internet connection with at least 5mbps download and upload.</li> <li>A quality headset with noise cancellation feature for meetings.&nbsp;</li> <li>A mobile phone that has the capacity to install the Microsoft Authentication app.&nbsp;</li> <li>HD webcam</li> <li>2nd Monitor&nbsp;</li> <li>UPS (Uninterruptible Power Supply<em>)&nbsp;</em>if using a desktop (Not needed if using a laptop)<br><br></li> </ul> </li> <li>A very strong cultural fit the ITS way (Our core values will be discussed during the interview)&nbsp;</li> <li>Excellent command of the English language both spoken and written&nbsp;</li> <li>Able to work full time 40 hours a week -&nbsp;<strong>8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.</strong></li> <li>Able to pass our online behavior and cognitive assessments.&nbsp;</li> <li>P<strong>referably have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.</strong></li> <li>Able to provide NBI Clearance (for PH applicants).</li> </ul> <h4><strong>Compensation</strong></h4> <p>Pay rate starts at <strong>$6.89 per hour&nbsp;</strong>and vary by experience and location.</p> <p><strong>Benefits:</strong></p> <ul> <li>Comprehensive Health Plans / HMO (Employee &amp; Dependent/s)</li> <li>Life Insurance</li> <li>Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)</li> <li>Paid Time Off (starts at 15 days per year)</li> <li>Maternity/Paternity Leave</li> <li>Paid US Holiday</li> <li>Night Shift Bonus</li> <li>Salary Advancement/Loan</li> <li>Health &amp; Wellness Program</li> <li>Company-paid training and certification</li> </ul> </div> </div>