IT Technician II; International

Overview

Join Intelligent Technical Solutions as a Technician II. We are looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you'll provide both onsite and remote IT support, handling a range of tasks from system updates to hands-on troubleshooting, and play a key role in maintaining our high standards of IT service.

• Resolve the following technical issues with little or no assistance:
  • Workstation operating system issues
  • Printer issues
  • Standard business application issues (Office, etc.)
  • Line-of-business application issues for common applications (SAGE ERP, Quick Books) 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

• 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

• 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

• Home office setup including:
  • A working computer with minimum 8 GB RAM, i5, Windows 10 or macOS Big Sur
  • Stable internet connection with at least 5 Mbps download and upload
  • Quality headset with noise-cancellation for meetings
  • A mobile phone capable of installing the Microsoft Authenticator app
  • HD webcam
  • Second monitor
  • UPS (uninterruptible power supply) if using a desktop (not needed if using a laptop)
• Very strong cultural fit to the ITS way (core values discussed during the interview)
• Excellent command of the English language both spoken and written
• Full-time availability 40 hours per week, 8:00 AM to 5:00 PM PST, Monday to Friday
• Able to pass online behavioral and cognitive assessments
• Preferably have 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)

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

• 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 Holidays
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification