IT Technician II (International)

Job description

**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. - P**referably 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 **$7.03 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