IT Technician I (International)

Job Description

Join Intelligent Technical Solutions , a dynamic and growing company, as our Technician I . 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 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 networking troubleshooting related to desktop connectivity.

- 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.

- Prior experience in Helpdesk support or a similar role.

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

- 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:

- Computer: A working computer with a minimum of 8GB RAM and one of the following:

- Windows 11 with an Intel i5 or i7 (8th generation or newer), or

- AMD Ryzen 5 or 7 (2000 series or newer), or

- macOS 12 or newer.

- Internet: Stable internet connection with at least 5 Mbps download and upload speeds.

- Audio Equipment: A quality headset with a noise-cancellation feature for meetings.

- Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.

- Webcam: An HD webcam for video calls.

- 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 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)

- Able to pass our online behavior and cognitive assessments.

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

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

Compensation:

Pay rates start at $4.59/hr up to $6.89/hr 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

Originally posted on Himalayas